John Lewis Unveils New Personalisation Strategy with RichRelevance

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RichRelevance’s personalised recommendations technology pays dividends after helping drive incremental revenue

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"We’ve seen a substantial lift in sales and order volume.”
Sean O’Connor, Head of Online Delivery & Customer Experience at John Lewis

RichRelevance®, leading provider of dynamic e-commerce personalisation for the world’s largest retailers, today announced a partnership with John Lewis to provide a personalised shopping experience for customers of on the website and via its email strategy. John Lewis selected RichRelevance as the company’s personalisation partner following a successful test of the software in late November.

John Lewis reported a 27.9 per cent increase in online sales in the five weeks to 31st December, and had introduced RichRelevance’s personalised product recommendations in mid-November. The company has identified e-commerce personalisation as an important strategy for accelerating growth online. By using RichRelevance’s personalisation engine to dynamically analyse shopping behaviour alongside data on relationships between products and product categories, is able to offer every customer a unique and personalised experience.

“We see personalisation as an extension of quality customer service, by giving every shopper an experience that’s uniquely tailored to their preferences,” said Sean O’Connor, Head of Online Delivery & Customer Experience at John Lewis. “We chose RichRelevance as our personalisation partner because their technology provides our customers with increasingly relevant product recommendations, so that they’re able to find related products they want to buy more easily. We’ve seen a substantial lift in sales and order volume.”

Following the success of the initial test period, John Lewis also integrated personalised recommendations into their email campaigns, driving a significant increase in cross-sell activity within the order confirmation email programmes.

“As more retailers in the UK add personalisation to their roadmaps, they are becoming aware that there is a difference between providing a truly personalised experience and simply serving up static product recommendations,” said Darren Hitchcock, VP of the UK and European Region, RichRelevance. “It has been an exciting experience partnering with John Lewis and demonstrating how powerful personalisation can be to both online customer engagement and the bottom line.”

About John Lewis
John Lewis, ‘Britain's favourite retailer 2011’ (Verdict Research) and ‘Best Multichannel Retailer’ (Ecommerce awards) typically stocks more than 350,000 separate lines in its department stores. stocks around 200,000 products online and is consistently ranked one of the top online shopping destinations in the UK. John Lewis Insurance offers a range of comprehensive insurance products, delivering the usual values of expertise, trust and customer service expected from the John Lewis brand.

About RichRelevance
RichRelevance powers personalised shopping experiences for the world’s largest and most innovative retail brands, including Walmart, Sears, John Lewis and others. Founded and led by the e-commerce expert who helped pioneer personalisation at, RichRelevance helps retailers increase sales and effectively monetise site traffic by providing the most relevant products, content and offers to shoppers regardless of the channel in which they are shopping. RichRelevance is headquartered in San Francisco, with offices in New York, Seattle, Boston and London. For more information, please visit


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