John Lewis launches virtual experiences

By

Barbara Santamaria

Published
Apr 14, 2020

Department store group John Lewis is launching free virtual nursery, home and styling appointments for customers in isolation. 

Launching this month, the virtual services build on the retailer’s promise to improve its customer experience and deliver more personalised shopping services.

The one-to-one video appointments will provide advice, inspiration and support across three initial areas: nursery, home and personal styling. The programme will be expanded with further services, inspirational talks and learning sessions at the end of April.

The virtual styling services will see personal stylists from the John Lewis Style Studios support customers who have found themselves with extra time to declutter and organise their cupboards and drawers. The stylists will provide guidance on key staples, help customers re-discover treasured items and suggest new products. 

Customers can book an appointment using Instagram, and the popular app will be also used by stylists to host style Q&As and share inspirational styling content. 

Reassuring parents-to-be, nursery advisors will answer questions, discuss the best products and share advice on essentials during a virtual nursery appointment. Following the one-hour video call, customers will receive further information and a personalised shopping list via email. 

Finally, the virtual home design service will help customers during lockdown by providing home inspiration, support and advice. Shoppers are encouraged to discuss everything from repurposing ideas to creating a workspace at home. 

The launch of virtual home design appointments coincides with a surge in desk, chair and laptop sales as the nation adapts to working from home. John Lewis said it has also seen higher sales of crafting kids and puzzles, and a spike in demand for personal care items, particularly hair removal products.

“Through the power of technology, we have carefully curated these free one-to-one virtual appointments to reflect the needs of the nation during this national crisis,” said Peter Cross, director of customer experience at John Lewis and Waitrose.

“We have gathered our experts from across the country to offer these services initially across nursery, home and styling, with future plans to extend our services across nutritional advice, wine tastings, and tech support, to name a few.”