Improving Customer Experience at John Lewis

CUSTOMER EXPERIENCE
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Table of Contents
INTRODUCTION...........................................................................................................................2
TASKS.............................................................................................................................................2
What Brand is and where it sits in their market.....................................................................2
Who are their key consumers by frequency of utilize and by key demographics..................3
Attitudes of consumers that can be utilized to define their attitudes......................................4
What brand says about consumers service and what organizational culture & beliefs underpins
statements...............................................................................................................................5
Demonstrate that an audit of all manifestation of buyer of brand has been carried out.........6
Set of suggestions to improve aspects of consumers experience for their brand...................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9
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INTRODUCTION
Consumers experience is defined as phrase utilized to clearly describe connections buyers
has with a specific brand or business company. It refers to the sum of all experiences the
consumers has with companies, based on all interactions and thoughts about ventures. In order to
improve experience of target market, organizations while operating in business world do a lot of
thing; they use different types of methods and approaches, which are quite beneficial for them in
term of increasing consumer’s base even better. The current assignment will base on John Lewis,
which falls under category of the most popular home and department store in fashion industry. In
this study all seven questions are related to this brand, it will explain more information about
chosen company and its consumers. Furthermore, this report will justify models and theories in
context of business, buyer’s attitude and will also define appropriate suggestions at last.
TASKS
What Brand is and where it sits in their market
John Lewis is the 5th most famous home & department outlet in the United Kingdom; it is
described by fans as good consumer service, quality, trustworthy and excellent consumer
services (Spence, 2018). The chosen brand sells general products as part of employee owned
mutual company known as John Lewis partnership, the biggest co-operative in UK. The nature
of company is quite impressive as they consider and follow the latest trend in market that helps
to gain attention of new customers and retain existing ones for longer. Organization produces
and delivers quality or services according to current market trends which is quite beneficial for
its business in term of increasing profitability and brand position than competitors. John Lewis is
a brand of high end department outlets operating all through Great Britain (Sammour and et.al.,
2020). They provide range of products such as watches, giftwares, watches, cosmetics, jewellery,
housewares, beds, audio visual, direct services, computing, direct service, furniture and bedding
as well.
It analyse that John Lewis brand considered as privately owned company, it is owned by
a trust on behalf of all their workers, it is kind of brand category that define market. Organization
is operating and managing their functions within marketplace by offering quality goods that met
expectations and needs of target buyers, which turn into increasing their market share more than
1.2 million in coming years. But they are facing some issues that affect its current business
practices and some of its stores due to that thing were closed. John Lewis can earn and increase
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their market share by selling quality items. They earn 37% revenue and gross sales 41% in 2019-
2020 that is less than Waitrose (John Lewis Partnership: distribution of John Lewis and
Waitrose sales 2020, 2020). With the hard work and efforts with partners, organization made
£123 Million market share in 2019-2020 UNAUDITED RESULTS FOR YEAR ENDED 25
JANUARY 2020, 2020.
Boston Matrix-
It is a concept which aids businesses analyse their portfolio of ventures and brands, it a
most popular tool utilized in business and marketing tactic (Khajezadeh and et.al., 2019). It is
especially designed to aid with long term strategic planning, to aid a venture consider growth
chances by reviewing their portfolio of goods to decide where to invest and to develop items.
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