John Lewis Partnership strengthens its alliance with Caffè Nero by introducing new in-store cafés in select locations, enhancing customer experience.
- The collaboration has resulted in five new Caffè Nero cafés within Waitrose stores, with another in a John Lewis department store.
- This expansion marks a continuation of a relationship that began in 2021 with free hot drinks for loyalty card members.
- Free coffee machines are now a staple in 320 Waitrose stores due to customer demand, serving nearly 25 million drinks.
- Charlotte Di Cello and Will Stratton-Morris emphasise the strategic benefits and community focus of this partnership.
The John Lewis Partnership, known for its customer-centric approach, has taken a significant step in its collaboration with Caffè Nero. By opening new in-store cafés in select Waitrose and John Lewis locations, the partnership aims to elevate the shopping experience. This strategic move comes as part of a broader effort to strengthen customer engagement and satisfaction.
Initial launches include five Caffè Nero cafés located in Waitrose stores in Billericay, Godalming, Keynsham, Locks Heath, and Stroud. Additionally, a new café has been established in the John Lewis department store at White City, West London. This initiative enhances the pre-existing 2021 partnership, which initially offered free hot drinks to My Waitrose loyalty cardholders.
In response to popular demand, free coffee machines have been reinstated in 320 Waitrose stores. Since the relaunch, the machines have dispensed approximately 25 million drinks, underscoring the popularity of this offering. Now, with professional barista services, the cafés offer a more deluxe and personal coffee experience compared to the previous self-service option.
Charlotte Di Cello, Waitrose’s commercial director, highlights the importance of these cafés in serving as community hubs. She notes, ‘Our stores are hubs for local communities across the country and we know our customers love to have the option of enjoying a coffee, snack or meal after their shop.’ This sentiment aligns with John Lewis Partnership’s broader recovery strategy, which emphasises enhancing customer service and re-establishing their brand presence.
Will Stratton-Morris, the CEO of Caffè Nero UK, values the growth potential in this collaboration, stating the partnership is a ‘perfect pairing’. As the partnership evolves, it is expected to support John Lewis Partnership’s anticipated rise in annual profits, following a reported 2% sales increase, reaching £5.9 billion in the year’s first half.
The ongoing collaboration between John Lewis Partnership and Caffè Nero signifies a strategic enhancement of customer service through in-store cafés.
