John Lewis goes for greater customer integration across channels
The agreement will support the retailer’s growth plans and offer a more integrated customer experience across its multiple channels, driving loyalty and overall sales.
ATG Commerce will enable John Lewis to obtain a single, holistic view of all customer interactions, regardless of which channels are used. As a result, the retailer will be able to better understand the full context of customer interactions, allowing John Lewis to provide a more personalized, relevant and satisfying overall customer experience. With plans to integrate with its social networking initiatives including Facebook (johnlewis.com/facebook) and Twitter (johnlewis.com/twitter) into its new site, John Lewis will implement affiliate marketing and potentially social commerce, to advance its online growth objectives.
“John Lewis has very ambitious plans to double the size of its online business over the coming years. In order to enable this growth, we need to implement a new commerce platform that has longevity and which offers the ability for John Lewis itself to manage,” comments Jonathon Brown, head of online selling at John Lewis. “ATG’s platform will enable us to deliver against our growth objectives and positions us competitively in the market by delivering an engaging, personal experience that customers expect from John Lewis. This appointment fits into our vision of becoming the leading multi-channel retailer in the UK.”
Frank Lord, vice president at ATG EMEA said, “John Lewis’ approach shows the importance of an integrated solution. John Lewis plans to enable personalisation to drive higher customer satisfaction and an enriched shopping experience via personalised content and promotions. We are very pleased to be supporting John Lewis in this major project.”
ATG Commerce is designed to help merchants speed commerce implementations, improve merchandising, rapidly launch multiple sites, and easily expand into new markets.
John Lewis – John Lewis, ‘Britain’s favourite retailer 2009’ and ‘Multiple Department Store of the Year 2009’ typically stocks more than 350,000 separate lines in its department stores. The website stocks over 100,000 products focused on the best of fashion, beauty, home and giftware and electrical items including online exclusives.