John Lewis Partnership enhances in-store experience by launching Caffè Nero cafés.
- First cafés opened in five Waitrose locations and one John Lewis store.
- Original 2021 partnership offered free drinks to loyalty card holders.
- New cafés aim to improve customer relaxation and service.
- Sales have increased by 2%, indicating a positive response.
The John Lewis Partnership has taken a significant step in enhancing the shopping experience by opening Caffè Nero cafés within several of its department stores and supermarkets. This expansion sees the coffee chain introduced to Waitrose branches in Billericay, Godalming, Keynsham, Locks Heath, and Stroud, as well as a launch at the John Lewis store in White City, West London.
This move builds on the initial collaboration between John Lewis and Caffè Nero that began in 2021. This partnership originally provided My Waitrose loyalty cardholders with complimentary hot drinks. Such initiatives underline the commitment to providing additional value to customers and enhancing their shopping experience.
The reintroduction of free coffee in Waitrose stores, which had been discontinued in 2018, was driven by customer demand. Since the relaunch, free hot drink machines have served nearly 25 million beverages, demonstrating the popularity and success of this offering.
The new Caffè Nero cafés are designed to offer an elevated customer experience. In contrast to the self-service machines, customers are now served by baristas and can enjoy a more relaxed setting to have a beverage alongside a snack or meal. Charlotte Di Cello, Waitrose Commercial Director, stated: “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.”
Will Stratton-Morris, Caffè Nero UK CEO, describes the collaboration as a “perfect pairing,” expressing optimism for future growth. This approach aligns with John Lewis Partnership’s broader strategy to rejuvenate its brand and improve customer satisfaction. Recent financial reports indicate a 2% year-on-year sales increase to £5.9 billion for the first half of the year, with expectations of higher profits compared to last year’s £42 million.
The integration of Caffè Nero cafés within John Lewis and Waitrose locations marks a thoughtful enhancement to customer experience and service.
