John Lewis is aiming to give customers a better online experience by ramping up the personalisation features on its johnlewis.com website through the Monetate marketing platform.
The company joins the likes of JD Williams, QVC, The North Face, National Geographic and Charles Tyrwhitt who have implemented the platform, which enables brands to target different customer segments based on data such as location, weather, previous behaviour, inbound campaigns, device and CRM information.
Using personalisation not only allows the brand to engage more effectively with its customer base, it also results in increased loyalty and customer engagement, Monetate insists.
John Lewis senior online insight manager Jon Carthew said: “Customer service and satisfaction is a key cornerstone of our proposition across all channels. With continued growth in ecommerce and increasing numbers of consumers looking to shop online, we aim to use the Monetate platform to optimise the online customer journey.”
Monetate VP EMEA Mike Harris added: “John Lewis is a brand that everyone recognises for its great customer service. With the help of Monetate personalisation, numerous brands have improved the relevancy of the customer experience, resulting in significant improvements to both customer loyalty and also business impact. Our aim is to help John Lewis continue to bring its great service and experience to its online offering.”
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