John Lewis Partnership’s Post

Wondering how to enhance your business's customer experience without breaking the bank? Mystery shopping might seem like an additional expense, but it's a strategic investment. By conducting mystery shops, you can pinpoint areas for improvement in your processes, presentation, and customer service, ultimately protecting your bottom line. Discover the diverse Mystery Shopping services offered by My CX and take proactive steps towards optimizing your business performance. With our tailored solutions and expert insights, unlock hidden potential and elevate your customer satisfaction to new heights. Don't let unnoticed issues hold your business back – invest in excellence with My CX today. #MyCX #MysteryShopping #CustomerExperience #BusinessOptimization

'Waitrose restructures head office as it doubles down on customer service 🏢⚙️ Waitrose has restructured its head office team as the business makes changes to improve service standards 📈 and availability levels across its stores 🏪 #Waitrose #CustomerService #BusinessGrowth 👍' by Retail Gazette about Waitrose & Partners

How Waitrose leveraged data to drive sales growth by extending store hours! As a Partnership-based organisation, securing buy-in across the board was crucial for Waitrose when they identified a growth opportunity through extended store hours. Our data-driven strategy at Beyond helped them unlock this potential by: ✅ Analysing market performance data to pinpoint where competitors had the edge. ✅ Providing clear, fact-based insights to build a strong case for Partner buy-in. ✅ Customising store hours based on local demand to maximise sales. The results speak for themselves: ✅ 100% Partner support, making implementation seamless. ✅ 5% incremental sales growth across all stores. Proud to have been part of this success story, helping Waitrose strengthen customer loyalty and stay competitive. Follow us more such case studies! Beyond #DataDrivenDecisions #RetailStrategy #CustomerInsights #Beyond #puttingdatatowork #Waitrose

#service_or_sales Yesterday I visited a leading retail superstore to get a strolley serviced. What I thought of as a slam dunk kind of job, took me almost 30 minutes (just to deposit strolley, service would take 30 days). Here’s the reason: 1. There were 3 service counters but only one attendant. AND Murphy’s law has a special relationship with me. Now you know, why that one customer (who was being attended) took longer than longest 🤣 2. Lot of staff members were milling around, but none bothered to check with me. The case would be different if I was looking for shopping. 3. One person even suggested me to even shop till the service executive finished with the existing customer. God bless! 4. I was made to wait in a fancy lounge area where a few goodies were displayed, in case you (a disgruntled customer) wanted to shop while waiting. 😣 After a long wait, I followed the standard protocol of summoning the store manager, luckily she was kind enough to help me with a new service executive, who after some (understatement) struggle was able to steer me to the shore. Question is - Why do we take service for granted? - Why are we not greeted as warmly at service counters, as in showrooms? - Why are there no service helpers but so many product pushers? The answer is : We think sales is active and service is passive. Just as there are no listening competitions but so many debate competitions. Customers seeking service are considered to be burdens, while new customers are cash cows 🏦 Harry Beckwith in his legendary book “selling the invisible” says, “Service is Marketing.” Hope we learn this lesson before the “Cows come home”. This reminded me of a definition of Customer - जो कष्टों से मर जाता है, वो customer kehlata hai. I went to a restaurant after that, another harrowing service experience but that’s for next weekend 😊 LinkedIn Shoppers Stop CIEL - Center For Investment Education and Learning #servicedesk #serviceindustry #servicedesign

Today, at the Salt Lake City Airport, I went into Desert News to buy some water. I experienced a concerning situation. The store had implemented a cashless checkout system, but the employee on duty appeared disengaged, glued to their phone, and not assisting customers. As a result, many people left without making a purchase, even though they were ready to buy. It's crucial for businesses to ensure that their employees are adequately trained, especially when transitioning to cashless options. Training should emphasize the importance of helping customers and fulfilling their needs. Employees play a vital role in providing a positive shopping experience, and proper training can make a significant difference in customer satisfaction. #CustomerService #EmployeeTraining #CashlessCheckout #irgmagazine #BusinessEtiquette #retail #retailers #TopRetailExpert International Retail Group, LLC Allan Malcomson Elizabeth Malcomson Meerby Salt Lake City International Airport Matt Mueller

'📈 Waitrose sales up 5% as shopper numbers hit record high 🛒 🎉 #RetailGrowth #Waitrose #RecordSales 🙌🏼. Dig deeper into retail news with reliable public data 📊 at databoutique.com 💻🔍 #DataAnalysis #RetailData' by The Grocer about Waitrose & Partners

**Jollyes reports record Christmas trading as it looks ahead to 100th store opening** Jollyes- The Pet People has reported record Christmas trading with a like-for-like sales increase of 13% in the five weeks to 31 December. Total sales grew by 25% in the period as the pet retailer continued to invest in value and its services. Jollyes delivered its strongest ever seven-day trading period in the final week before Christmas when it attracted almost 45% more customers than in the same week in the previous year. On a like-for-like basis, customer numbers were up by 26%. In addition to the festive trading figures, the retailer has announced that it will be launching new stores in Belfast Connswater, Newport and Rotherham in February and March. The shop in Newport will be Jollyes’ 100th location when it opens on 1 March. Since the beginning of 2022, Jollyes has doubled the size of its estate with the opening of 34 new stores. Link to full article in comments. #jollyes #retail #valuethroughinsight

New Client Alert - Favordrop This one is super cool These guys offer a gift voucher that has a time limit, or a “bounce back” that can be tracked and qualified. So, if you want to give your potential customers a splashy voucher for a local restaurant, this is the way to do it. They’ve already seen serious engagement and return visit numbers for car dealerships, real estate companies, sales teams, and the like. Restaurants get new customers for accepting favordrops. Customers that spend about 4x of any card amount. New customers that have been directed to the restaurant via the voucher. Restaurants can also access the Favordrop marketplace for serious revenue opportunities. Ignite Advisory is going to help them open new markets, identify partnership opportunities, and generally lend a hand making this Buffalo-based family-run company into a serious player. We can’t wait. ASK - if you are a restaurant that is looking to drive new customers and engagement, please hit me up. If you are a sales-based company that wants to offer cool vouchers that make people happy, let’s chat. #restaurants #vouchers #Collaboration #Consulting #hospitality 

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Co-location or co-operation of businesses just seems to make sense to drive footfall into retail units. Consider a garden centre with supermarket for daily essentials or an antique store with coffee shop, both encouraging more frequent customer visits. But how frequently does this occur in the KBB retail industry? Could it do better? KBB retailers do you work with other local businesses and how? Would be great to hear your thoughts and share advice. #smallbusiness #retail