Customer Journey Using Our Initiative

When the user creates a profile or a current user updates to the newer version, they will enter a chat with a rules-based chatbot that asks about dietary restrictions, allergies, most commonly purchased products, preferred shopping categories, and the customers birthday.

There is a rating system for the offers given, which allows users to provide yes/no feedback on whether the offers are relevant to them or not in order to understand customer preference.

Once the data is processed, based on what each user fills in the tailored survey, and the rating system, Waitrose then provides appropriate discounts and offers accordingly. In this way, offers will be relevant and personalised enough for each user specifically. Once the user receives an offer on an item, they will get a notification on exactly what the offer entails.

If the customer purchases plant-based products and scans their loyalty card, they will receive double points and receive suggestions for more plant-based products. However, if the customer did not purchase plant-based products, and scans their card, they receive a notification, incentivising them to buy plant-based alternatives during their next visit at Waitrose.

The new loyalty scheme involves a tiered system whereby customers can advance through the four levels, from Bronze to Platinum, enhancing their engagement. A more loyal customer will be rewarded with more monthly offers to use. Bronze customers will receive 4 weekly vouchers, Silver customers will receive 5 weekly vouchers, Gold customers will receive 6 weekly voucher and Platinum customers will receive 7 weekly discounts.

When a customer purchases a plant-based product online, they receive double ‘myWaitrose’ points for every pound and will receive a notification on more plant-based product suggestions.

Once an item that a customer ordered becomes unavailable a notification will be sent with a timed window of 10 minutes, allowing the customer to decide through the Waitrose application/website on the substitution change. Customers will be notified and shown the specifications of a selection of substitutes, including a picture and the new price for them to choose from, in order to ensure a satisfied customer upon home delivery.

The potential substitutions that customers will receive in the notification window of change will be based through the rules-based chatbot as Waitrose is more conscious of their customer preferences therefore in the case of a product not being available, they have a better idea of what options are suitable as substitutions.

When the user creates a profile or a current user updates to the newer version, they will enter a chat with a rules-based chatbot that asks about dietary restrictions, allergies, most commonly purchased products, preferred shopping categories, and the customers birthday.

There is a rating system for the offers given, which allows users to provide yes/no feedback on whether the offers are relevant to them or not in order to understand customer preference.

The new loyalty scheme involves a tiered system whereby customers can advance through the four levels, from Bronze to Platinum, enhancing their engagement. A more loyal customer will be rewarded with more monthly offers to use. Bronze customers will receive 4 weekly vouchers, Silver customers will receive 5 weekly vouchers, Gold customers will receive 6 weekly voucher and Platinum customers will receive 7 weekly discounts.