IN THE BELLY OF THE BEAST
John Lewis, one of the biggest names on the high street, is allowing us to look inside of how they work. However, there is more to this than meets the eye.
A man named Andrew Murphy was in charge of something, that would hurt a lot of staff-This being redundancies. He had managed a couple of these before but not on this scale or level of complexity. The number to be made redundant wasn't decided but it was in the thousands. As i saw this i automatically thought that this would be difficult for him as he has never had to make this many redundancies before. In my point of view i think that making this many people redundant is a great idea as long as it saves the company money, as expected it would save million and millions of pounds. Although, it could mean that a lot of the staff now become more demoralised as they could think that more redundancies are coming and they could be next.
The way they are going to do this is by replacing all the local call centres in the John Lewis shops and creating two new centralised call centres. I feel as though this is a big step and so it is a very big risk. Why? The reason is simple to understand, the call service is enjoyed by the customers as they have gotten to know the sound of the person on the other end of the phone and so customer service is well and truly on point and there is nothing to fret over bad communications.
The biggest problem for John Lewis is how they can transfer the personal service and the store experience to online - considering its mainly to do with fashion and since that's increasing in sales the website so mainly what its used for. Robin Terrell, who runs John Lewis direct, has said they have increased the online product range from 20,000 to a staggering 101,000 products. Now, making sure that the personal service and the store experience is amazing for online users is one hell of a task. In my honest opinion I feel as though its very, very, very, hard to replicate the experiences customers get inside the shop and I think that for John Lewis it is too much of a task. Considering they want to be the first online retailer to reach £1bn in turnover I think that customer service as well as what the product looks like is key and John Lewis will have to step up their game if they want to reach that milestone.
They know that the biggest drive for change is technology, which is why they created the John Lewis website. If you don't adapt, you'll be left behind and that's the bottom line. September 14th was the launch day of the website, it was also a big day for fashion too as that is what the website was all about. The target = £750,000 in one week, since the online market is fiercely competitive it may be difficult to reach that amount however, a big strength John Lewis has is the name. As the brand is well known and therefore it may act as a catalyst inside peoples minds and so it'll help the company reach that target.
John Lewis opened the biggest store in Wales (Cardiff to be exact) and to their delight it was a huge success. Flocks of customers came in and found it to be a work of art, otherwise why did a lot of people buy things ?
I learned a lot of things from this episode of Inside John Lewis, including that even though the advertising is good, it can be done better and in turn it could mean that more people will be attracted to the brand and it may help sales. Although it'll cost a lot of money and can also help generate potential revenue.
A man named Andrew Murphy was in charge of something, that would hurt a lot of staff-This being redundancies. He had managed a couple of these before but not on this scale or level of complexity. The number to be made redundant wasn't decided but it was in the thousands. As i saw this i automatically thought that this would be difficult for him as he has never had to make this many redundancies before. In my point of view i think that making this many people redundant is a great idea as long as it saves the company money, as expected it would save million and millions of pounds. Although, it could mean that a lot of the staff now become more demoralised as they could think that more redundancies are coming and they could be next.
The way they are going to do this is by replacing all the local call centres in the John Lewis shops and creating two new centralised call centres. I feel as though this is a big step and so it is a very big risk. Why? The reason is simple to understand, the call service is enjoyed by the customers as they have gotten to know the sound of the person on the other end of the phone and so customer service is well and truly on point and there is nothing to fret over bad communications.
The biggest problem for John Lewis is how they can transfer the personal service and the store experience to online - considering its mainly to do with fashion and since that's increasing in sales the website so mainly what its used for. Robin Terrell, who runs John Lewis direct, has said they have increased the online product range from 20,000 to a staggering 101,000 products. Now, making sure that the personal service and the store experience is amazing for online users is one hell of a task. In my honest opinion I feel as though its very, very, very, hard to replicate the experiences customers get inside the shop and I think that for John Lewis it is too much of a task. Considering they want to be the first online retailer to reach £1bn in turnover I think that customer service as well as what the product looks like is key and John Lewis will have to step up their game if they want to reach that milestone.
They know that the biggest drive for change is technology, which is why they created the John Lewis website. If you don't adapt, you'll be left behind and that's the bottom line. September 14th was the launch day of the website, it was also a big day for fashion too as that is what the website was all about. The target = £750,000 in one week, since the online market is fiercely competitive it may be difficult to reach that amount however, a big strength John Lewis has is the name. As the brand is well known and therefore it may act as a catalyst inside peoples minds and so it'll help the company reach that target.
John Lewis opened the biggest store in Wales (Cardiff to be exact) and to their delight it was a huge success. Flocks of customers came in and found it to be a work of art, otherwise why did a lot of people buy things ?
I learned a lot of things from this episode of Inside John Lewis, including that even though the advertising is good, it can be done better and in turn it could mean that more people will be attracted to the brand and it may help sales. Although it'll cost a lot of money and can also help generate potential revenue.
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