Marketing concept- People (John Lewis)
Customer Service is the only contact a customer has with a company, this is why is it extremely important. Customer service is more important than price "to get the right experience, they are willing to pay more". Customer service can build trust, customers can spend up to thousands pf pounds per year on a company and if they are not happy with the service they receive then the company can stop earning this money from the customer.
John Lewis are in sixth place as one of the top 50 companies for customer service. They are well known for their customer service and in 2010 were named the best online retailer by consumer magazine. John Lewis want to provide the best possible choice, service and value to all customers. John Lewis focus on what customers really want and look for. I found it really interesting that John Lewis are constantly finding opportunities to listen to the needs of customers, listening to their feedback and acting quickly on what customers tell them. "We treat customers as individuals and take them through their purchases from start to finish: we are delighted that so many customers remark on our partners' friendliness and helpfulness".
John Lewis has over 90,000 partners who own a total of 45 John Lewis shops. John Lewis train each member of staff at a level that helps them take on challenges and develop a management career. They train their staff to give the best customer service, John Lewis spend 56% more on delivery of partnership, this ensures partners reach their full potential and respond rapidly to changes in the retail industry. This is a lot more than what comparable organisations spend on partnership. Each employee gets an induction programme and gets access to a variation of training and learning resources. Employees receive systematic feedback and get praised for their success each year.
Management Training Schemes are that managers of John Lewis focus on keeping the company as one of the leading retailers. Managers are selected from all different backgrounds including experienced retailers, school and college leavers, and also graduates as the training scheme is made to suit everyone.
Apprenticeship programmes are also available for school leavers with or with grades and experience as they are able to gain qualifications while working there way up.John Lewis provides a partnership card that offers advantages like every time you purchase an item from the company you earn points and these points can be turned into vouchers for money off or treats for yourself, There is now a John Lewis app that offers a much easier way of shopping which you can download for free on an android or apple phone. This saves customers from having to get up and travel to a store they can quickly skim through the online products to find exactly what they are looking for. John Lewis also provided free magazines online which you can download on to your apple or android for free. A wide range of magazines are provided from fashion to cooking. John Lewis notify their customers through email when offers are on that customers might be interested in which is a great way of encouraging customers to stay happy with the service they are receiving from John Lewis.
Overall John Lewis is very successful and offers great customer service and is in the top 6 out of 50 companies providing god customer service, as stated by an article from the telegraph which was published in January 2016.
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