Waitrose’s Journey to Customer Experience Transformation – CLC2014 Presentation

Loyalty goes both ways. It’s a simple truth and a key reason we partnered with Retail Bulletin for their 5th Customer Loyalty Conference. Our managing director of international, Gary Topiol, gave it practical application when he took the stage for a retailer case study with Waitrose Manager of Service Innovation Richard Quarterman.

Waitrose partnered with InMoment to collect a million customer surveys to date across their multichannel customer experience. The results have empowered staff to impress customers from the first visit forward—and reach 5.1% like-for-like sales growth.

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