By Rona Joiner – Store Manager, Lordship Lane in Dulwich
We’ve been trialling a click and collect service with John Lewis in five Co-op stores, and it’s been great to be part of it. It’s all part of how we’re learning to evolve our offer for our customers by giving them new reasons to visit us.
In my store in Dulwich central London, we have a lot of customers who are time pressed and are always on the go. This service is so convenient for them to do and they have the bonus of our store opening until late which gives them the ease of collecting their parcel at their leisure.
The service has proved very successful. We handle a lot of parcels each week which drives footfall and we’ve seen an increase in sales from customers buying products whilst they’re here collecting their parcels. Our customers love it.
It also give us an opportunity to talk to the customers who would have normally have gone to a self scanning checkout – I’m surprised how many times customers have told me that this is there first time in the store!
The process is easy for store colleagues to run as well. We had training from John Lewis on the system and all we have to do is scan the barcode and then get it from our new racking in the back – easy.
This initial trial with John Lewis has been very well received – so much so that we’re extending our click and collect service to around 50 more stores from October. Now, customers of John Lewis will be able to order goods online and select one of the applicable Co-op stores as the collection point.
We feel that John Lewis and Co-op are a great fit with very similar customers so it makes this extended trial an easy win. It’ll help John Lewis reach into new areas that they don’t have coverage in and for us it creates added choice, ease and convenience for time-pressed shoppers. A win win for both businesses!
We’re always looking to new and exciting ways to grow our Co-op – watch this space.