John Lewis sending out an SAS

The organisation that consistently tops the customer satisfaction ratings goes down the SAS route

John Lewis Partnership has selected SAS to boost its campaign effectiveness across its John Lewis and Waitrose brands. SAS Marketing Automation will enable the Partnership to communicate with its customers in a more relevant and personalised way.
With this capability, John Lewis Partnership will further advance its reputation for outstanding customer service while maximising return on its campaigns and optimising marketing spend.

SAS was chosen by the Partnership following a rigorous evaluation process. SAS Marketing Automation’s usability, fast-track deployment approach and integrated platform for campaigns and analytics are cited as the key differentiators.

Craig Inglis, Director Marketing, John Lewis, comments on the project: “John Lewis Partnership prides itself on its outstanding commitment to exemplary customer service. We see SAS Marketing Automation as a vital enabler in extending that ethos and ensuring that customer communications are always relevant, both in-store and online, and across all our brands. Crucially, it will help co-ordinate a wide variety of customer touch-points to deliver an enhanced and more consistent level of customer service across the Partnership.”

Sarah Fuller, Head of Marketing Communications, Waitrose says of the project “Given the Partnership’s exciting growth agenda, the development of a wider retail and product offering and the focus on creating a truly exceptional multi-channel experience for our customers, SAS Marketing Automation will significantly enhance the way we engage with both John Lewis and Waitrose customers in a consistent and co-ordinated way.”

Ian Manocha, Managing Director of SAS UK, continues: “John Lewis Partnership has tremendous marketplace momentum and has bold plans for its next phase of growth; establishing a differentiated multi-channel relationship with its customers will be fundamental to enabling that growth. We look forward to working with the Partnership on the deployment of SAS’ cutting edge marketing and analytical capabilities to facilitate this.”