Conclusion

Overall, the
impact of getting a far better client expertise for John Lewis has been
monumental. There are 2 alternative factors to the present that area unit
extremely important: Firstly, John Lewis incorporates a ‘Never wittingly
Undersold Policy’ in shops therefore it’s forever been terribly
price-competitive.

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Secondly, the
factor that sets John Lewis apart has forever been the additional things it
will – the method it’s once customers, the method it responds to complaints,
the method it goes out of its method, the method it goes the additional mile to
form certain that it deals with any problems a client has – which is what makes
it a significant discriminator from alternative retailers.

As well as being
competitive on worth, quite the other merchandiser John Lewis trades a massive
quantity on its name of being associate organization which will forever confirm
the result for the client is that the absolute best one.

Recommendations on the company’s potential
response to problems and enhancing the customer’s experience:

Various research
and case studies on John Lewis’s responding strategies to customers’ issues and
their experience in customer journey have been studied by many companies. On
the whole it is said that the company’s strategies are good and does require a
variant product list apart from the list that they have worked on. It is also
suggested that the company has been doing well in the field in spite of some of
the setbacks they had.

The annual research
study on the customer experience of various companies in UK by KPMG Nunwood
2017 shows that the ever leading John Lewis has stepped down the ladder to the
fourth position after its new finance venture in the recent times. John Lewis
Finance has reached the second place as per the report.  (Tesseras, 2017) A case study by BCS (Brilliant customer service)
on John Lewis in 2010 suggests that the company’s commitment towards customer
service, product cost, profit margin suppliers prices, are all to its best. It
also suggests that the company’s product quality, offers, delivery are all
consistently good and are the attributes that helps the company to survive in
the industry. (http://www.brilliantcustomerservice.com,
2010)

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