Transforming Retail Award Winners: John Lewis – Best Connected Experience

Sponsored by Womble Bond Dickinson and Openpay

We asked all our winners in this year’s Transforming Retail Awards to tell us how they felt about winning their category. And here is more detail on exactly why the judges were taken with John Lewis’ entry in the Best Connected Experience .

How do you feel about winning this award?

We’re delighted to have been recognized for all the hard work we have put into creating great virtual experiences for our customers.  We have lots of virtual events in the making for this Christmas so keep your eyes peeled!

Cathy Capande from John Lewis’ Customer Experience team with the winning certificate

Why did this entry stand out?

John Lewis Partnership has successfully transformed previously ‘in person’ experiences into a market leading virtual execution. It has evolved numerous different customer propositions including; Waitrose Cookery School, Wine Tasting at Home, Fashion Personal Styling service, Nursery Advisory Service, Home Design Service, Fitted Kitchen & Bathroom appointments, Personal shopping and a beauty festival. 

These experiences cover a number of different formats ranging from Partner-led advisory, intimate cookery classes to mass streamed festivals to over 5,000 paying customers. 20,000+ households have now been served in some way by a virtual experience.

Operationally, John Lewis successfully equipped over 150 partners and multiple brands with on camera training, equipment and zoom licences. Stylists have broadcast from the style studios in John Lewis branches while chefs come live from the cookery schools. Some Partners have also been connecting with customers from their own homes, especially in wine tasting.