John Lewis and Waitrose Introduce Caffè Nero Cafés in Select Locations

John Lewis and Waitrose’s parent company is striving to attract more customers by introducing Caffè Nero coffee shops within its stores.

Recently, the John Lewis Partnership inaugurated cafés in five Waitrose locations — Billericay, Godalming, Keynsham, Locks Heath, and Stroud — featuring coffee from Nero Roasting Company alongside Waitrose’s food options. Additionally, a Caffè Nero outlet opened at John Lewis in White City, West London, last Thursday.

This in-store café initiative builds on a collaboration with Nero Group that began in 2021, initially providing complimentary hot drinks to My Waitrose loyalty card members.

Although Waitrose eliminated the free hot drink offer in 2018 due to concerns, it reinstated the program following customer feedback.

Currently, free hot drink machines are installed in 320 Waitrose stores, and since the partnership’s inception, nearly 25 million hot beverages have been served.

Despite some skepticism regarding the necessity of sit-in coffee options, the John Lewis Partnership asserted that the cafés represent a logical expansion, designed to accommodate customers wishing to enjoy a drink and a meal in a comfortable setting. Unlike the free coffee service, beverages will be prepared by baristas.

Charlotte Di Cello, commercial director for Waitrose, remarked, “Our stores serve as community hubs nationwide, and we understand our customers appreciate the chance to unwind with a coffee, snack, or meal post-shopping.”

Will Stratton-Morris, UK chief executive of Caffè Nero, characterized the collaboration as a “perfect pairing” and noted the significant potential for further growth in this partnership.

The John Lewis Partnership has been diligently working to regain its status as the favored retailer of Middle England, particularly after facing a difficult period marked by reduced profits and evolving customer preferences.

As part of its recovery strategy, the company has reintroduced its “never knowingly undersold” price commitment, invested substantially in customer service training, and begun updating its store designs.

In its most recent reports, the partnership disclosed sales of £5.9 billion for the first half of the year, reflecting a 2% increase compared to the previous year, with revenues also rising by 2% to £5.2 billion. The organization stated it is positioned to achieve a significantly higher annual profit than the £42 million recorded the prior year.

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