We love partnering with our customers to ensure they are successful, driving revenue, and creating better customer experiences.
Over the last three years, we've partnered with Waitrose, one of Britain's famous and largest grocery chains in the UK with over 350 locations, creating a partnership where we developed one of the leading examples of added value services in the market today.
Waitrose has used our platform to introduce in-store services and events
This helps them differentiate themselves, create a closer relationship with customers,
We spoke with Chantelle Morgan from Waitrose to dig into
Can you introduce yourself and your role?
My name is Chantelle Morgan and I work across all three cookery schools as assistant Marketing Manager.
With three schools across the UK and two in London, we attract a very large range of customers. Our classes range span the spectrum of cuisines, from classic world food such as Italian or Spanish to street food such as Indian, Thai, Japanese, Persian and Korean.
We teach a large range of different skills such as different levels of
The day courses include vegetarian, vegan and all the current trends in cooking at the moment. We then have our evening classes, which are more of a social experience. Here we teach simple recipes like sushi, pasta, tacos, steamed
What was the situation that lead you to look for a new solution?
When I came on board about six years ago, JRNI was still in the pipeline and Waitrose was using
We needed a way for customers to book cookery classes from the Waitrose website, a solution
This way we could keep track of if customers cancelled, had allergies or dietary requirements, etc. Before having a centralised system, we had chefs asking how many people would
How has it affected your business practice?
JRNI makes life a lot easier for us. It supports
JRNI also allows the customer team at each school to self manage and better plan their week.
For the customer, it’s a seamless system. It uses all of our branding, look and feel, which is crucial in the food industry. Imagery of fresh pasta or a delicious meal makes the customer more inclined to book.
How have you measured success?
The biggest benefit is that the system makes things a lot easier, clearer and quicker. For example, if I want to add a new Pad Thai course or view attendees of a certain class, I can do it seamlessly and instantly through JRNI.
We now take over 7,000 bookings a year for individuals through the platform. We also get groups contacting us directly which
The marketing team and general managers can also use JRNI to track our history. When we are planning the next two months of activity, we can look back at the
Our customer service team constantly has JRNI open on their screens every day and we sell a lot of gift certificates for classes
What’s next for Waitrose Cookery School and how do you see JRNI fitting into this plan?
At the moment, the current trends are Japanese tapas (
JRNI definitely supports our expansion plans. We are already looking at how branches of Waitrose
Last year we even offered some in-store yoga classes using the platform so I’m excited to see what comes next.
Want to continue learning about retail events? Download our free eBook, Transforming the Customer Experience Through In-Store Events here.
About the author
Chief customer officer
Hayley-Jayne “HJ” Cone is responsible for overseeing JRNI's global customer experience and retention strategies. Since joining the company in June 2016 she has created then expanded the company’s Customer Experience function: Customer Success, Professional Services and Support. HJ believes every company’s success comes through customer-focused operational excellence and shares her experiences regularly in global Customer Success forums and events. HJ has repeatedly built, restructured and led customer-focused teams in start-up, scale-up and FTSE:100 companies across the Americas, Asia-Pac, Europe and the Middle East. When not driving company performance, HJ is a qualified personal trainer specialising in GP referrals, and completed a “Grand Design” by mostly demolishing and re-building her house.
March 16, 2021
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