Case Study Summary

The challenge

John Lewis & Partners recognised its Partnership model was a source of competitive advantage. But with competition intensifying they had concerns about its sustainability. They asked Change Associates to help.

What we did

The leadership had already analysed the customer experience in detail. We identified the critical touchpoints of the Partner experience and explored how they linked with the customer experience.

We found Partners, like customers, still loved the brand, but were being asked to do more while their annual bonus was getting less.

The result

• Our consultants mapped the Partner journey, from attraction and onboarding through to exit or retirement, to understand how each touchpoint could be made more positive and engaging.

• We made recommendations to the Board about the elements of the Partner experience that would have the greatest impact on customers.