John Lewis extends personalisation services on its website to boost customer experience

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John Lewis is looking to build upon its reputation for market-leading customer experience, by extending personalisation experiences on its website through marketing platform Monetate.

Jon Carthew, senior online insight manager at John Lewis, said: “Customer service and satisfaction is a key cornerstone of our proposition across all channels.  With continued growth in ecommerce and increasing numbers of consumers looking to shop online, we aim to use the Monetate platform to optimise the customer journey through johnlewis.com.”

Using personalisation not only allows the brand to engage more effectively with its customer base, but also results in increased loyalty and customer engagement. Monetate’s platform allows John Lewis to tap into the range of data available to personalise experiences, including geolocation, website interaction and previous purchase behaviour.

Mike Harris, VP EMEA at Monetate, said: “John Lewis is a brand that everyone recognises for its great customer service. With the help of Monetate personalisation, numerous brands have improved the relevancy of the customer experience, resulting in significant improvements to both customer loyalty and also business impact. Our aim is to help John Lewis continue to bring its great service and experience to its online offering.”

Meeta Sodhi, CRM team manager, communications at John Lewis, adds: “We’re always aiming to improve the experience for our customers. Working with Monetate for website personalisation will help us in provide our web visitors the same seamless and tailored shopping experience as that provided by our in-store Partners.”