John Lewis & Partners is a chain of high-end department stores operating throughout the United Kingdom. Concessions are also located in the Republic of Ireland and Australia. The chain is an employee-owned mutual organization known as the John Lewis Partnership.
“The transparency of the system has been the most positive aspect”
Partner, John Lewis
“The customer journey is so much smoother and we look more professional. We would be lost without it.”
Partner, John Lewis
John Lewis’ electronics department regularly experiences a high footfall of customers wishing to discuss in-store technology offerings. To ensure a fair and managed waiting experience, a John Lewis partner would stand at the front of the department with a clipboard, taking customers’ names so they could be seen according to their turn in the queue.
However, this presented a number of challenges: only one person could write down customers’ names at a time; handwriting was often illegible or names spelt incorrectly; locating customers when it was their turn was often confusing; and at the end of the day, the sheets of paper containing potentially valuable customer details were thrown away.
John Lewis decided to use the Qudini Queue Management system to improve the customer waiting experience.
THE CUSTOMER JOURNEY
• Customers enter the electronics department.
• They are greeted by the host who adds them to the digital queue using their tablet.
• The host provides the customer with an estimated waiting time.
• If the customer provided their mobile number, they receive an SMS message with their queue position and a link to watch their place whilst they wait.
• The customer is free to browse the store as they wait.
• When their turn draws near they receive a text to let them know.
• When an advisor is ready, they find the host who introduces them to the customer at the top of the queue.
SHOP FLOOR MANAGEMENT
Using the Qudini Shop Floor Management features, the John Lewis partners managing the department are now able to manage their customers alongside their colleagues activities. They can also better track their team members’ break times and availability.
In peak periods, multiple partners can use tablets to host the queue, aiding better communications and organisation across the floor. Individual partners can access Qudini from their iPads to call forward customers.
97% of customers approaching the department are seen as more customers are willing to wait. This led to more electronics, hardware and technology (EHT) sales, which tend to be of higher value than many other items in the store.
Enhanced customer loyalty
Customer satisfaction was enhanced by providing a better digital experience. This increases their chances of returning again or even visiting John Lewis online.
Increased unplanned spend
Most customers used their wait to browse the store and made purchases while they waited.
Improved shop floor productivity
John Lewis partners now serve more customers in less time thanks to the calmer department, better team management (using Qudini’s Shop Floor Management features) and the reduced number of customer complaints and questions.
Better commercial decisions
For the first time, John Lewis are able to understand when and why customers are approaching their EHT department. This data enables them to improve their marketing initiatives and resource planning.
Black Friday survival
During the Black Friday peak, Qudini enables John Lewis EHT team to better manage the significant numbers of customers entering the department, sell to more customers and provide a better overall experience.
A member of our team will be in touch.