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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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John Lewis introduces personal recommendation

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John Lewis is introducing personalisation to its ecommerce website and emails as it looks for further growth online.

The department store group has signed with RichRelevance after trialling its personalised product recommendations from mid-November. It later reported online sales up by 27.9% in the five weeks to December 31.

Personalisation technology learns from customer behaviour on a website and in their shopping history to show them products that are more relevant to them, inspiring them to buy. By using personalisation technology, John Lewis says it aims to offer every customer a unique experience.

“We see personalisation as an extension of quality customer service, by giving every shopper an experience uniquely tailored to their preferences,” said Sean O’Connor, head of online delivery and customer experience at John Lewis.

“We chose RichRelevance as our personalisation partner because their technology provides our customers with increasingly relevant product recommendations so they’re able to find related products they want to buy more easily. We’ve seen a substantial lift in sales and order volume.”

Darren Hitchcock, VP of the UK and European region at RichRelevance, said: “It has been an exciting experience partnering with John Lewis and demonstrating how powerful personalisation can be to both online customer engagement and the bottom line.”

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