customer service Archives - Jen Andersson

How my relationship with the John Lewis brand took a ding

By | brand storytelling | No Comments

As the UK’s most anticipated Christmas advert breaks all over social media, I’m sad to report that my great relationship with the John Lewis brand has taken a bit of a ding. For most of my life, John Lewis and Waitrose have stood out as beacons of excellence in both brand communications, business model, employee engagement and customer service.

Unfortunately on four occasions since I moved to West Sussex and visited the John Lewis Home store in Chichester, I have had a disappointing experience, and on a recent visit – a downright bad one. Normally poor customer service puts me in a bad mood for a very short period and I do one of two things: forget it or suggest my services to the perp! In the case of John Lewis – as a favourite brand – I’ve had to have a ponder the relationship question – is it me not you? Read More