Waitrose cooks up increased customer loyalty with in-store events
“JRNI makes life a lot easier for us. It supports all of the essential functions we need including email reminders and promotions... The biggest benefit is that the system makes things a lot easier, clearer and quicker.”
Chantelle Morgan, Marketing Manager
Number of customer bookings annually: 7,000+
Waitrose is one of the largest grocery chains in the U.K. with more than 350 locations. For the past few years, Waitrose has used JRNI to power its in-store events and develop deeper customer relationships. By enacting a fully branded booking system for various in-store events, such as cooking classes, Waitrose separated itself from the competition by providing exceptional customer experiences while driving higher revenue.
With five cookery schools in the U.K., including two in London, Waitrose needed a solution that could manage large quantities of customers. Waitrose’s previous booking system wasn’t scalable, and didn’t seamlessly integrate with the rest of its technologies, limiting its ability to accurately prepare for events.
The company needed a solution that was accessible regardless of location, and that could track real-time insights and bookings, including cancellations, interests, allergies, or dietary requirements.
Waitrose selected JRNI’s Events application because of its easy-to-use interface and capabilities for producing powerful customer and event intelligence. Most importantly, Waitrose wanted a solution that could provide seamless collaboration across multiple departments.
For example, the marketing team and general managers can track event histories, identifying the best-selling events and analyzing results to make better business decisions. The customer service teams can easily book and field inquiries from customers, providing them with convenience and seamless service.
After implementing JRNI, Waitrose takes over 7,000 customer bookings each year. The biggest benefit it has seen is a more efficient workflow for both bookings and tracking metrics, delighting its entire team.
Waitrose said JRNI makes its operations much easier by supporting essential functions, such as email reminders and promotions. The company even uses JRNI to create coupons and easily tracks how many people redeem them.
Looking toward the future, Waitrose sees JRNI supporting its expansion plans. Waitrose is evaluating how its other branches can adopt JRNI for additional in-store events, including product demonstrations, tastings, and yoga classes.
See what products Waitrose used to increase customer loyalty: