cx heroes – John lewis partnership

Of course, everyone knows that John Lewis is legendary for its service but today, legendary status is not enough. Providing a great experience is essential at all times.
This story concerns a mother who booked an appointment with the store to have her son’s feet measured for a she fitting. She mentioned that the boy was autistic and this could be an ordeal.
The shoe-fitter was really on the ball. Gentle and reassuring, she explained at all times what she was going to do, in advance, and especially so when she was about to touch him.
In fact the boy himself commented on this to his mum when the session was completed.
There are many times when retail premises have an advantage on e.commerce, in that they can provide a experience – over and above expectations – this is a great example from one of the nation’s leading retailers.