Case Study: John Lewis achieves stronger customer loyalty and increased sales with Adobe Marketing Cloud

John Lewis nurtures brand loyalty, boosts sales

John Lewis, a U.K. retail icon with 91,000 partners and more than £10 billion in annual sales, needed to make its online experience as richly immersive as visiting a store while managing roughly 4,000 product images and thousands of product variations and educating shoppers with video. To address this, John Lewis turned to Adobe and its Adobe Experience Manager solution within Adobe Marketing Cloud to support dynamic and personalized media and video.

Adobe implemented Adobe Experience Manager Assets (dynamic/personalized media and video) so customers can dynamically change colors, upholstery and other options across thousands of product variations and view immersive how‑to videos. The result: higher‑quality cross‑channel experiences, stronger customer service and brand loyalty, increased shopper engagement and measurable uplifts in conversion rates driven by improved product visualization.

John Lewis

Shane Chapman

Digital Asset Manager