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John Lewis launches virtual services to meet customers’ needs during lockdown

The John Lewis department store chain has adapted its in-store services and taken them online to cater for customers during the coronavirus crisis. Customers can now… View Article

DEPARTMENT STORES

John Lewis launches virtual services to meet customers’ needs during lockdown

The John Lewis department store chain has adapted its in-store services and taken them online to cater for customers during the coronavirus crisis.

Customers can now book free virtual appointments to gain advice on nursery purchases, home design and clothing.

John Lewis said the move will enable it to provide core services to support the nation during lockdown.

Customers will be given one-to-one video appointments with a John Lewis specialist. While the initial launch will include virtual nursery, home design and personal styling appointments, further services, inspirational talks and learning sessions will be added to the programme at the end of April.

Peter Cross, director of customer experience at John Lewis and Waitrose, said: “We are a diverse, resilient and strong business, and are wholeheartedly committed to supporting the wellbeing of our customers at this time.  Through the power of technology, we have carefully curated these free one-to-one virtual appointments to reflect the needs of the nation during this national crisis. We have gathered our experts from across the country to offer these services initially across nursery, home and styling, with future plans to extend our services across nutritional advice, wine tastings, and tech support to name a few.”

Aimed at parents-to-be, the virtual nursery appointments will see advisors answer questions and offer guidance on the best products for customers’ needs. Following the call, customers will be emailed further information and a personalised shopping list.

Meanwhile, the home design video call will involve customers being walked and talked through their spaces by an interiors stylist, who will also pull together a mood board, ideas and shopping list.

During the wardrobe advice calls, John Lewis personal stylists will offer guidance on the purchase of new clothing items.  The stylist will also help people to streamline their wardrobes and look through their existing clothing items to build outfits.

John Lewis has also revealed that a large number of customers have been shopping for home office equipment on its website during lockdown. Crafting kits and puzzles have also been popular.

In addition, the closure of beauty salons and hairdressers across the country has led to a spike in demand for personal care items and hair removal products.

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