10th Mar 2017
Department store business John Lewis have announced plans to equip 8,000 sales staff with smartphones to allow them to check stock from the shop floor, rather than searching manually.
The shop chain will invest £4m to provide staff with the phone and an app that will offer them instant information on each product, tell them if they have it in stock and allow them to place orders for sold out items.
Customer director Craig Inglis says: “As online and physical worlds increasingly come together, this initiative will support our staff in offering great customer service.”
This investment reflects recommendations made to organisations in the 2017 UK Customer Satisfaction Index.
It suggests businesses should be able to move seamlessly between fast and efficient service and proactive, emphatic help and advice.
“The future promises vast, exciting opportunities for new products and ways of delivering service. But in a climate of expanding choice, customers will also want integrated services and simple, straightforward experiences,” says Jo Causon, chief executive of the Institute.
“Organisations will need to excel both in delivering fast, efficient, convenient experiences but also in creating trusted relationships with an emotional connection, empathy and advice. A key challenge will be the capacity to address both sets of needs and to move seamlessly between them.”