John Lewis: Social media as a modern day shop floor

Retailer John Lewis operates a We Are Partners program which aims to recreate the in-store experience via social media.

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...

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