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John Lewis Partnership plc Sustainability Review 2014


13 Our strategy in context


Our strategy reflects fundamental changes in customer attitudes towards value, service and trust.


Value for money


Customers are demanding better value for money with no compromise on quality and innovation.


Our customers’ needs are changing Service and convenience


Technological innovation is driving demand for flexible shopping according to customer lifestyles.


Trust


Customers are increasingly demanding that companies operate ethically and keep their promises.


For more information about the changing attitudes of our customers, please see page 42. How we are investing to respond to changing customer demands


– essential Waitrose – John Lewis Value ranges – Never Knowingly Undersold – Brand Price Match


– Developing better value products of excellent quality through product innovation


– Omni-channel services: online and on the move


– New retail formats and service offerings


– Enhanced network of Click & collect locations


– Improved in-store experience – Greater online distribution capacity – Investment in supply chain and IT


469 new essential Waitrose products were launched in 2013/14.


Our Click & collect service is now available in every John Lewis and 229 Waitrose stores.


– Never Knowingly Undersold – Guaranteed Guarantees – Improving supply chain practices


– Increasing the product range from certified sustainable sources


– Supporting UK supply


100% of the palm oil in our own brand ingredients are certified sustainable (CSPO).


THE JOHN LEWIS PARTNERSHIP


OUR PRODUCTS AND SUPPLIERS


OUR CUSTOMERS


OUR ENVIRONMENT


OUR COMMUNITIES


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