Hear the inside story on how one of the most well-known brands on the High Street builds its’ omnichannel proposition and plans for it’s digital future. As Head of CRM and Digital Marketing, Chris heads up all data-driven marketing at John Lewis across digital channels, as well as their award-winning loyalty programme. Here you’ll learn how eCommerce is performing against John Lewis’ expectations, how success is defined there, and what you can do today to evolve from ‘customer service’ to ‘customer centric’ in your own business:
• Develop a loyalty programme that delivers real commercial success by designing around the customer, not points and discounts.
• Implement new technology that offers deeper customer insights
• Incentivise eCommerce, mobile, product, IT and instore teams to work towards common goals