// John Lewis chair Sharon White emphasises she will preserve what makes John Lewis unique
// White said the partnership’s “mantra remains ‘value with values’, adding that Waitrose will be cutting prices by £100m in Waitrose
John Lewis chair Sharon White has vowed to “preserve what makes the John Lewis Partnership unique” as she sets out how it is tackling customers’ two biggest issues: the rising cost of living and sustainability.
White, who has faced criticism as details of early stage plans to sell a stake in the business emerged last month, told The Telegraph: “We know that if retail in the UK is to thrive, we cannot ignore the pace of change going on in the world. ”
“We’re adapting just as others must. Our main efforts to change are about how we serve customers, and how we ensure we are on a strong financial footing in the future to continue to do so.
“So, while we and our customers adjust to a changing world, we will act while preserving what makes the John Lewis Partnership unique: being the retailer built on social purpose – the biggest employee-owned business – that we have always been.”
White said “its critical that we listen and act on what our customers tell us” as she revealed the rising cost of living and the environment are top of their minds.
She said: “These worries are affecting habits as customers try to balance managing their spending, while living more sustainably. Our customers are now more financially prudent, shopping more of our value ranges and spending a bit less. But they still want to do the right thing.”
“Only 6% of consumers have cancelled their regular charity donations. Instead, people are shopping in a purposeful manner.”
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A third of consumers are only buying clothes they need, according to White, who said three in ten are buying fewer treats for themselves.
Seven in 10 people said they have repaired damaged or worn-out items in the last three months.
“We believe our commitment to quality and durability positions us well. In John Lewis, we’re testing fashion rental and offering money off to customers if they recycle unwanted clothes and used beauty packaging with us. ”
She touched on the strides Waitrose has made, including removing ‘best before’ labels on fruit and veg to reduce waste, reducing packaging and selling wonky fruit, which White said “have all been driven by listening to what consumers want to see us do to protect the planet”.
She emphasised that the partnership’s “mantra remains ‘value with values’, so we’re cutting prices by £100m in Waitrose this year while maintaining the quality customers expect.”
“We won’t compromise on higher welfare standards and we’re fully committed to fresh food counters, while many other grocers are removing them.”
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1 Comment. Leave new
I take issue with the claim that John Lewis is built on ‘social purpose’. It was never thus. John Lewis was built on a balance of quality, brand presence and price that was seen as excellent value by a large target market of consumers at the top end of mainstream level and above.
It was never about ‘social purpose’. Retail is about converting consumers to customers and building profitable turnover. ‘Social purpose’ is a separate agenda.