The much-publicised launch of John Lewis & Partners' new 'Experience' shopping format in their Southampton West Quay store just prior to Christmas 2019 has drawn considerable favourable comment. Between Christmas and New Year I was fortunate enough to see the concept firsthand, talking at some length to one knowledgeable, enthusiastic Partner who couldn't have been more engaging. Peter Cross, Customer Experience Director at John Lewis & Partners' quote (below) from the November 2019 Press Release talks about "reinventing the department store" and from what I saw the evidence is there: JL&P has hit upon a dynamic way of creating the elusive 'Customer Experience' and 'Destination' combined. I wish them every success with an exciting format.
The syzygy of this new store concept, the ending of a terrible year for Retail and the release of Episode 5, the final installment in our Video Vignette series is not lost on me. As we say goodbye to 2019 and welcome in 2020 Hitachi Consulting, too, begins an exciting new journey conjoined with Hitachi Vantara, a powerful new 'whole' full of fresh opportunities. In Episode 5 I am once again joined by colleagues Mark Williams and Craig Crawford to discuss the current parlous state of the industry, asking if Retail Is in fact Broken. Whilst it's far from being in rude health, ventures such as JL&P's brave investment in Southampton West Quay prove that for those Retailers willing to embrace transformational change there is a very real - and exciting - future.
This 5-part Vignette series has been rewarding to make and to share - many thanks to everyone who has taken the time to make contact with kind words of approval, I'm glad that our bite-sized content hit the mark.
Happy New Year. #WeAreHitachi
‘Our new concept shop is an example of how we’re reinventing the department store of the future to make us stand out from the competition.’