According to New Media Age and others, Waitrose relaunch their website soon with a Food Forum in order to interact and engage with its customers.
Waitrose marketing manager Fiona Hall said, “Our stores are known for offering the highest standards of customer service and information and we really wanted to bring that experience online.”
She added, “From research we found that the customer wants to have this dialogue with us, they want to comment on recipes and ask for advice, they want their online experience to be the same as the one they have in store.”
Great stuff – another organisation that understands the benefits of complementing and enhancing their face-to-face business with new media technologies. They enhance loyalty to their brand whilst adding immense value to their customers.
Waitrose will also benefit by receiving feedback from it customers that will be rich in its value to them – and that feedback will in turn find its way back into the stores. And guess what – we all benefit.
My guess is that the site will be a winner.