UK shoppers have voted John Lewis as the top store for customer service according to L2’s 2014 Digital IQ Index. It cited the retailer’s use of Waitrose to extend its click and collect locations from 40 to 300, as well as locker collection offered for Waitrose purchases. Online it won plaudits for its extensive product videos and fit guides for menswear as well as its mobile commerce functionality. L2 says that UK department stores are outpacing their US counterparts with their omnichannel offerings, particularly when it comes to click & collect and free returns shipping.
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