John Lewis Partnership is taking its commitment to customer loyalty to the next level by forging new strategic partnerships and appointing a Head of Loyalty. The renowned retailer has joined forces with customer insights and media company dunnhumby and marketing technology firm Eagle Eye Solutions Group in an effort to enhance customer relationships and offer additional benefits.
John Lewis remains dedicated to its 20 million customers who frequent its various stores, webstores, and other services. Earlier this year, the company made it clear that it intended to invest in data and loyalty to better cater to customer needs and increase the value they receive. As part of this pledge, the retailer has plans to introduce a new loyalty program that spans the entire company by 2024.
The collaboration with dunnhumby and Eagle Eye Solutions Group is set to last for five years and aims to provide customers with more personalized and rewarding loyalty experiences. These partnerships will also present opportunities for suppliers to contribute to the growth of the JLP Insights & Media service.
To further bolster its commitment to customer loyalty, John Lewis has appointed Emily Wells as Head of Loyalty. Previously serving as Head of Loyalty Strategy at Tesco, Wells will be responsible for the development and launch of a comprehensive loyalty proposition for the entire Partnership in 2024. Additionally, she will oversee the existing My Waitrose and My John Lewis loyalty programs and their respective teams.
The success of the My John Lewis loyalty program is already apparent, with its membership reaching five million and its members shopping at a rate 2.5 times higher than non-members. The program has been further boosted by the introduction of John Lewis Members Week, which offers exclusive events and promotions throughout the year.
Charlotte Lock, Customer Director at John Lewis and Pan-Partnership, expressed her excitement about the future of customer experience, stating, “With today’s announcements, we are showcasing our ambition to revolutionize how our brands can provide a more personalized experience for customers. Emily’s appointment and our new partnerships with dunnhumby and Eagle Eye enable us to better assist our customers in their shopping journey, no matter where, when, or how they shop with us.”
John Lewis’ dedication to customer loyalty and personalization aligns with the dynamic retail landscape, where businesses must continually innovate to meet customer expectations and preferences. By investing in data and strategic partnerships, the retailer positions itself as a leader in providing tailored experiences and value for its loyal customer base. With the expertise of Emily Wells as Head of Loyalty, the company is well-positioned to drive even greater success in its loyalty programs and overall customer experience.
Useful Links:
– dunnhumby
– Eagle Eye Solutions Group
