Unit 29 - M3 Kojar Ahmed
Retailers such as John Lewis have long had a respectable and stable positon in the market, this is
partally due to their marketng and high uality customer service. John Lewis has established this
image over the years by building brand loyalty with their customers and promising to deliver high
uality goods, this is also provided with the promise of extended warrantes and price matches.
One aspect where John Lewis has advanced over the years is the optons they provide for payment,
whether it be cash, debit card or PayPal. John Lewis also enables their customers to browse and pay
for products through a mobile phone app, this not only streamlines the experience but allows
customers to easily and uickly browse their extensive selecton of products. When compared to
retailers such as Primark who provide sub-par and inade uate services, they stand out even more as
a high- uality retailer. For example, John Lewis’s app allows consumers to both browse and
purchases products directly of the app, whereas, Primark does not have an ofcial app and does not
allow customers to purchase products directly.
One aspect most businesses have tried to incorporate into their business is the use of a website. A
website allows consumers to browse and buy your products with very litle efort. As well as this, a
website is open 24/7, making it always available for consumers. A website also makes it easier for
businesses to provide a good level of customer service to their consumers, this is because it makes it
easier and uicker for customers to communicate with the business, whether it be through reviews
or chat rooms. John Lewis has done a good job of incorporatng this into their business model,
whereas other businesses like Primark prefer to invest their revenue into diferent pursuits. An
important factor in how good a website is, is how user friendly and easy to use it is, this is
determined in several ways, for example, can customers easily navigate between diferent sectons
and is the website free of bugs and glitches?
Many businesses will advertse their contact details on many diferent outlets, such as websites,
billboards and TV advertsements. This is a fairly common and simple aspect of communicaton
between a business and its consumers, hence it has not re uired much innovaton.
There are many ways for consumers to provide customer feedback, one of the most common of
which is reviews. Reviews allow consumers to give feedback on not only the uality of the
product/service provided, but also how good the afer-sale service was. This gives future customers
a beter idea of whether or not they should spend their money at that business. Some businesses
collect customer feedback in uncommon but efectve ways, such as calling your repeat customers to
ensure they are loyal to your brand and are receiving a good level of customer service. Another
more common method used by businesses is to ask their customers to complete a survey afer they
have purchased a product, this is used by businesses like Amazon and Wish.
it is important that a business has a good level of customer service for their customers throughout
their shopping experience. This includes pre transacton services, transacton and post transacton
services. Businesses like John Lewis aim to satsfy all their customers in order to promote future
purchases. Pre transacton services include having members of staf approach customers who may
re uire assistance, or fnding appropriate sizes for items such as shoes. During a transacton,
customers will be dealt with appropriately and as uickly as possible to provide a uick and speedy
experience, customers may also be given warrantes for certain expensive items. Lastly, post
transacton services allow customers to return items if they are not satsfed with them. These
services may be diferent to a business like Primark because John Lewis puts more emphasis on
helping consumers and approaching them if they re uire assistance. This is likely due to the fact
Primark is seen as a budget brand.
Retailers such as John Lewis have long had a respectable and stable positon in the market, this is
partally due to their marketng and high uality customer service. John Lewis has established this
image over the years by building brand loyalty with their customers and promising to deliver high
uality goods, this is also provided with the promise of extended warrantes and price matches.
One aspect where John Lewis has advanced over the years is the optons they provide for payment,
whether it be cash, debit card or PayPal. John Lewis also enables their customers to browse and pay
for products through a mobile phone app, this not only streamlines the experience but allows
customers to easily and uickly browse their extensive selecton of products. When compared to
retailers such as Primark who provide sub-par and inade uate services, they stand out even more as
a high- uality retailer. For example, John Lewis’s app allows consumers to both browse and
purchases products directly of the app, whereas, Primark does not have an ofcial app and does not
allow customers to purchase products directly.
One aspect most businesses have tried to incorporate into their business is the use of a website. A
website allows consumers to browse and buy your products with very litle efort. As well as this, a
website is open 24/7, making it always available for consumers. A website also makes it easier for
businesses to provide a good level of customer service to their consumers, this is because it makes it
easier and uicker for customers to communicate with the business, whether it be through reviews
or chat rooms. John Lewis has done a good job of incorporatng this into their business model,
whereas other businesses like Primark prefer to invest their revenue into diferent pursuits. An
important factor in how good a website is, is how user friendly and easy to use it is, this is
determined in several ways, for example, can customers easily navigate between diferent sectons
and is the website free of bugs and glitches?
Many businesses will advertse their contact details on many diferent outlets, such as websites,
billboards and TV advertsements. This is a fairly common and simple aspect of communicaton
between a business and its consumers, hence it has not re uired much innovaton.
There are many ways for consumers to provide customer feedback, one of the most common of
which is reviews. Reviews allow consumers to give feedback on not only the uality of the
product/service provided, but also how good the afer-sale service was. This gives future customers
a beter idea of whether or not they should spend their money at that business. Some businesses
collect customer feedback in uncommon but efectve ways, such as calling your repeat customers to
ensure they are loyal to your brand and are receiving a good level of customer service. Another
more common method used by businesses is to ask their customers to complete a survey afer they
have purchased a product, this is used by businesses like Amazon and Wish.
it is important that a business has a good level of customer service for their customers throughout
their shopping experience. This includes pre transacton services, transacton and post transacton
services. Businesses like John Lewis aim to satsfy all their customers in order to promote future
purchases. Pre transacton services include having members of staf approach customers who may
re uire assistance, or fnding appropriate sizes for items such as shoes. During a transacton,
customers will be dealt with appropriately and as uickly as possible to provide a uick and speedy
experience, customers may also be given warrantes for certain expensive items. Lastly, post
transacton services allow customers to return items if they are not satsfed with them. These
services may be diferent to a business like Primark because John Lewis puts more emphasis on
helping consumers and approaching them if they re uire assistance. This is likely due to the fact
Primark is seen as a budget brand.
