John Lewis Case Study

In: Business and Management

Submitted By ohkoolz
Words 2148
Pages 9
1. Customer satisfaction and why it is important.
Customer satisfaction is a marketing term that measured how products or services supplied by a company meet customer’s expectation. As the result of survey by 200 senior marketing managers, 71 percent responded that they found a customer satisfaction metric very useful in managing and monitoring their businesses.
Customer satisfaction is very important in company because high level of satisfaction of customer could leading customer repurchase and keep their royalty. Besides, company can retain customer instead of acquiring new customer all the time. Word of mouth is one way make customer knowing about company so that customer satisfaction will reduce negative comment and feedbacks. 2. John Lewis 3.1. Introduction about John Lewis
John Lewis is the UK’s largest department store retailer. It was established in 1864 at 132 Oxford Street, in London by John Spedan Lewis. Nowadays, John Lewis Partnership is one of a growing number of businesses with an employee-owned structure that means the employees known as Partners have enable to running business and get share profit which addition to their salary each year.
Waitrose is a part of John Lewis Partnership which is a supermarket combine with expertise and service of a specialize shop. They supply customer the best possible food and drinking to help them to live healthier by building a long-term relationship with their farmers and suppliers. 3.2. John Lewis customer service
John Lewis always find a way to know and understand what customers want and expect. They constantly finding opportunity to listen what customer think about their products and services then if there are something wrong, they would fix it immediately. Therefore, company could provide the best possible choice, value and service to customers. None of 70,000 people work at John…...

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