Blog: John Lewis is top of the shops
Leonie Barrie | 11 January 2008
News that department store chain John Lewis has been voted the UK’s favourite retailer not only confirms that its focus on service, quality and price resonates with customers – but also bodes well for the future too. Over the next year, as trading conditions become tougher and consumers more demanding, building loyalty will be a key driver of retail success.
“The fact is that consumers today have more choice than ever before” says Neil Saunders at Verdict Research, which carried out the survey. “If a retailer gets it wrong it’s very easy for a shopper to go elsewhere. It’s no longer sufficient to pay lip service to ‘keeping the customer satisfied’ – it has to be a philosophy placed at the heart of a retail business.”
And the results speak for themselves. In a largely dismal December trading for most retailers in the UK, John Lewis laid claim to a 4.6% rise in sales in the week to 2 January.
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