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Saturday, June 25, 2022

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John Lewis coins new name for treating shoppers poorly

As if the retail industry needed another buzzword to describe merged channel shoppers, Jon Lewis Managing Director Andy Street is offering us one: the “master shopper.” That’s his term for shoppers who get very creative about how they are mixing e-commerce, mobile and physical retail interactions.

Street, according to an interesting account that ran in The Telegraph, pointed to recent behavior from its shoppers after a policy change. The policy involved what the chain calls click-and-collect — which is typically called “buy-online-pickup-in-store” in the U.S.  The chain recently stopped making all such orders free (beyond the price of the item itself, of course) and began charging £2 (about $3.10 U.S.) for any orders costing less than £30 (roughly $46.30 U.S.).

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