Managing director, John Lewis (NEW ENTRY)
John Lewis, famed for its level of customer service in store, has successfully translated its offer online too, under the hands-on guidance of managing director Andy Street. The department store group boasts a leading multichannel offer and a well thought-out strategy that its customers love.
Street, who has been at the Partnership his entire career, has ensured maintenance of the quality of the John Lewis business – and the beliefs and values that the retailer stands for – in spite of the recession and says that is why John Lewis is still performing well today.
In September, the retailer revealed that its operating profit was up 188.6% and the success of its multichannel strategy has played a large part in that.
John Lewis is a leader in click-and-collect and has been rolling out the service to deliver to Waitrose stores. Street has also begun discussions with other partners for additional delivery locations.
In addition, Street has presided over the introduction of self-service kiosks that allow customers to shop online in store. John Lewis was also the first department store group to introduce wi-fi across its shop estate and pilot the use of QR codes in shop windows.
The retailer is experimenting with the use of iPads in store and has a virtual fashion mirror in its Oxford Street flagship store.
The website is also set to relaunch – possibly before Christmas – after an overhaul of its technology platform. It is likely to include improved search capability, easier payment options and extended site personalisation – all geared towards ensuring John Lewis remains one of etail’s best in show.
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