Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded [...]

John Lewis’s greatest challenge – the omni channel customer experience!

It is difficult to find anyone who does not like John Lewis. It is difficult to find anyone who does not trust John Lewis. The UK department store with the distinctive green and white logo has been the undisputed retail King of customer satisfaction for many many years. In my 42nd year, I can still recall as though [...]

Go to Top