{"id":167032,"date":"2020-07-30T10:54:00","date_gmt":"2020-07-30T10:54:00","guid":{"rendered":"https:\/\/www.theindustry.fashion\/john-lewis-expects-to-be-a-60-online-retailer-from-40-pre-covid-19\/"},"modified":"2021-08-06T12:06:42","modified_gmt":"2021-08-06T12:06:42","slug":"john-lewis-expects-to-be-a-60-online-retailer-from-40-pre-covid-19","status":"publish","type":"post","link":"https:\/\/www.theindustry.fashion\/john-lewis-expects-to-be-a-60-online-retailer-from-40-pre-covid-19\/","title":{"rendered":"John Lewis expects to be a 60% online retailer from 40% pre-COVID-19"},"content":{"rendered":"<p>In a company update to all John Lewis Partners, chairman Dame Sharon White has today revealed that she<strong> expects the retailer\u2019s online focus to increase by 20%<\/strong> from pre-coronavirus levels as it navigates the new retail landscape.<\/p>\n<p><!--more--><\/p>\n<p>The letter reads: \u201cWe have two of the best loved and trusted brands in the UK,\u00a0rated highly for our personal service and expert, impartial advice. Customers are, however, shopping in very different ways \u2013 younger people especially \u2013\u00a0with the pandemic accelerating the importance of digital. <strong>We expect John Lewis to be a 60% online retailer,<\/strong> from 40% pre-Covid-19, and Waitrose to rise above 20%, from 5%.<\/p>\n<p>\u201c<strong>We now need to be as compelling and meaningful to the next generation<\/strong> of customers and how they want to live.<\/p>\n<p>\u201cAs customers increasingly shop online, we will become digital first. <strong>We have \u2018catch-up\u2019 investments to make in johnlewis.com<\/strong>.\u201d<\/p>\n<p>The emphasis will also be on \u201cmaking shopping easier and more convenient\u201d, while investing in availability in store and online. Further strategic <strong>emphasis will be placed on the \u201cuseability and personalisation\u201d of apps and websites,<\/strong> better rewards for the retailer\u2019s most loyal customers, online personal services, convenient pick-up - like the 505 Co-op stores offering John Lewis Click &amp; Collect - and introducing John Lewis into Waitrose.<\/p>\n<p>Conducting a thorough review of performance, how it is delivering for customers and how it is comparing to its competitors, White stated the <strong>retailer had listened to feedback from more than 10,000 customers<\/strong> and more than 100 suppliers.<\/p>\n<div id=\"attachment_135135\" style=\"width: 1930px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-135135\" class=\"size-full wp-image-135135\" src=\"https:\/\/www.theindustry.fashion\/wp-content\/uploads\/featureimage-copy-67.jpg\" alt=\"John Lewis\" width=\"1920\" height=\"1440\" \/><p id=\"caption-attachment-135135\" class=\"wp-caption-text\">Dame Sharon White<\/p><\/div>\n<p>She said: \u201cI have been blown away by the number of Partners who have got involved \u2013 over 12,000, with <strong>more than 650 ideas submitted.<\/strong>\u201d<\/p>\n<p>However, \u201csimplifying how we work\u201d is another key objective, \u201ctaking out duplication and cost.\u201d Having already reduced the number of senior managers by one third, White said: \u201c<strong>We are still targeting at least \u00a3100 million of savings in head office costs<\/strong>,\u201d hinting at further redundancies. White confirmed: \u201cThese are very difficult decisions and I deeply regret the personal impact on Partners.\u201d<\/p>\n<p>A recent note specified that \u201cresizing and regrowing\u201d the Partnership is the way forward for the company, and White\u2019s latest update added: \u201cWe will <strong>continue to develop our new purpose with customers and Partners<\/strong> in the coming weeks, and finalise it in the autumn.\u201d<\/p>\n<p>Acknowledging \u201ctesting times\u201d, with profits this year and next likely to be challenged, <strong>White emphasised the ability for the Partnership to take a long-term view<\/strong> and the strategic review should \u201csee green shoots in performance over the next 9-12 months, and profits recovering over the next three to five years.\u201d<\/p>\n<p>Another <strong>growing priority for its customers centres around the issues of \u201cRental\/Resale\/Recycle.\u201d<\/strong> Options include creating a market leading channel for rental of its products or building a marketplace to sell \u2018used\u2019 products.<\/p>\n<p>With customers more thoughtful about the environment, <strong>White added the company want to make it easier to shop sustainably,<\/strong> with clearer information about the origins of its products and supply chain - building on the fashion buyback and \u2018Unpacked\u2019 trials.<\/p>\n<p>As flagged in March, John Lewis is also reviewing its \u201cNever Knowingly Undersold\u201d price promise to ensure it offers \u201cfair value for how our customers shop today.\u201d<\/p>\n<p><a href=\"https:\/\/www.theindustry.fashion\/subscribe-now\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-144088 size-full\" src=\"https:\/\/www.theindustry.fashion\/wp-content\/uploads\/Daily-Newsletter-Banner.png\" alt=\"Newsletter banner\" width=\"1680\" height=\"268\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p> [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":131666,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"footnotes":""},"categories":[6,10494],"tags":[17073,4503],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.7 - 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