by Polly Barnfield, OBE. Founder and CEO of Maybe*"Do I believe in shops? Absolutely," But Paula Nickolds, the latest MD at John Lewis and the first woman to ever hold the post, isn’t looking to continue with business as it has been.
Looking at the need to connect the online and offline experience is something Maybe* is well versed in. No longer are customers content with two separate experiences: shopping online and shopping offline. Today’s customer expects one seamless journey, from interactions on Facebook through to the emails they receive and the messages they receive in store, everything must connect seamlessly.
Paula Nickolds is taking this to heart with a new model that has John Lewis focusing on the “catchment area” of sales rather than whether purchases were made online or in shops.
In an article published by BBC News, Paula Nickolds shares her thoughts on the merger of the online and offline experience and how she’s reimagining the store’s experience in light of challenging retail times.
