Retailer John Lewis has been expanding its We Are Partners program in order to recreate the in-store experience via social media.
The program started long before COVID-19, with John Lewis training and empowering Partners (John Lewis-speak for employees) to act as brand advocates on Instagram back in 2018. But when the pandemic struck in March 2020 and stores were shut, the program became part of a necessary pivot to online.
Within three weeks of the first lockdown, the retailer had established a virtual services business with 300 Partners offering services such as home design and nursery appointments, Eva Bojtos, Social...