20 John Lewis Partnership plc Annual Report and Accounts 2016 Retail
The profile of our customers and their experience of our business is expected to change in response to new trends. There are likely to be significant implications too for the types of products we sell and our operating model.
“ Our industry is undergoing fundamental structural change. Our challenge is to identify the opportunities this provides to drive growth into our business, while maintaining the democratic core of the Partnership.”
Tom Athron Group Development Director
Seamless
experience Seamless customer service across all shopping channels is expected to become the differentiating factor in successful businesses. The way in which people research, buy and take delivery of goods is likely to continue to change in the future as their needs become more diverse.
We are integrating our award-winning customer service proposition across all Waitrose and John Lewis sales channels.
