S3 Ep4 - John Lewis Experience Principles and Service Standards

Want to know the John Lewis definition of service? Then this is the episode for you!  Service has always been an integral part of the John Lewis brand, but over the years we have heard from customers that for some customers their experience is below their expectations and can be inconsistent depending on how they decide to interact with us.  In this episode, we hear from Jasmin Wheeler, Customer Experience, Richard Warmsley, Head of Customer Experience, Caitlin McLean, Customer Delivery Resolution Manager, Louise Wenn, Operations Manager, and Felicity Pollock, Head of Product about the new John Lewis Experience Principles and Service Standards.