Cool Cats Get the Cream

By September 18, 2014Blog

Heavy weight retailer John Lewis has wowed a customer with a superb response to an enquiry.
A child lost its soft toy comforter sold seven years prior by the high street retailer.  The parents asks whether a replacement is still stocked but it isn’t.  So John Lewis commissioned a one off replica sample.
This is perfect brand integrity.  In one move John Lewis becomes more appealing to its family target and in acting as a small independent might, the chain shows its not too big to care.  The family are now singing the company’s praises – probably for the rest of their lives and the tale may even become part of family legend.  More importantly, they are today sending the story public.
This powerful positive exposure shows the value of listening to your customers, matching action to brand values and daring to break the rules.
theguardian.com/money/2014/sep/18/john-lewis-customer-service-toy-replace

About Lisa Cottrell