John Lewis Partnership boosts multi-channel customer engagement with SAS® Marketing Automation
UK's most prestigious and respected retail group to deploy advanced business analytics to increase marketing campaign effectiveness across online and offline channels
Marlow, UK (Oct. 25, 2010) – John Lewis Partnership has selected SAS® Marketing Automation to boost its campaign effectiveness across its John Lewis and Waitrose brands. SAS Marketing Automation will enable the Partnership to communicate with its customers in a more relevant and personalised way. With this capability, John Lewis Partnership will further advance its reputation for outstanding customer service while maximising return on its campaigns and optimisin g marketing spend.
SAS was chosen by the Partnership following a rigorous evaluation process. SAS Marketing Automation’s usability, fast-track deployment approach and integrated platform for campaigns and analytics are cited as the key differentiators.
Craig Inglis, Director Marketing, John Lewis, comments on the project: "John Lewis Partnership prides itself on its outstanding commitment to exemplary customer service. We see SAS Marketing Automation as a vital enabler in extending that ethos and ensuring that customer communications are always relevant, both in-store and online, and across all our brands. Crucially, it will help co-ordinate a wide variety of customer touch-points to deliver an enhanced and more consistent level of customer service across the Partnership."
Sarah Fuller, Head of Marketing Communications, Waitrose says of the project “Given the Partnership’s exciting growth agenda, the development of a wider retail and product offering and the focus on creating a truly exceptional multi-channel experience for our customers, SAS Marketing Automation will significantly enhance the way we engage with both John Lewis and Waitrose customers in a consistent and co-ordinated way.”
Ian Manocha, Managing Director of SAS UK, continues: "John Lewis Partnership has tremendous marketplace momentum and has bold plans for its next phase of growth; establishing a differentiated multi-channel relationship with its customers will be fundamental to enabling that growth. We look forward to working with the Partnership on the deployment of SAS' cutting edge marketing and analytical capabilities to facilitate this."
About The John Lewis Partnership
The John Lewis Partnership operates 30 John Lewis shops across the UK (28 department stores and two John Lewis at home), johnlewis.com and 234 Waitrose supermarkets. The business has an annual turnover of over £7.4bn. It is the UK's largest example of worker co-ownership where all 70,000 staff are Partners in the business.
John Lewis - John Lewis, 'Britain's favourite retailer 2009'* and 'Multiple Department Store of the Year 2009' ** typically stocks more than 350,000 separate lines in its department stores. The website stocks over 100,000 products focused on the best of fashion, beauty, home and giftware and electrical items including online exclusives. johnlewis.com is consistently ranked one of the top online shopping destinations in the UK. (www.johnlewis.com ). John Lewis Insurance offers a range of comprehensive insurance products - home, car, wedding and event, travel and pet insurance and life cover - delivering the usual values of expertise, trust and customer service expected from the John Lewis brand.
* Verdict consumer satisfaction index, January 2010
Waitrose - Waitrose, Britain's favourite supermarket*, has 234 shops in England, Scotland and Wales and is consistently achieving sales growth significantly ahead of the market.**. Its strong performance has been driven by the success of the essential Waitrose range, an unmatchable top tier of products including the new Duchy Originals from Waitrose, free delivery driving rapid online growth, as well as a long term commitment to sourcing the UK's finest local and regional foods. Waitrose combines the convenience of a supermarket with the expertise and service of a specialist shop - dedicated to offering quality food that has been responsibly sourced combined with high standards of customer service. www.waitrose.com
* Telegraph Magazine Shop Awards - Best for Food & Drink; BBC Watchdog - Britain's Favourite Supermarket; Good Housekeeping Awards.
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