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Fireside Chat: Bethan Lynch on App-Centric Customer Experience

The use of Apps has grown phenomenally through the pandemic years and are known to drive loyalty with customers. In a recent report from Google, they quoted that retail brands that design app journeys to drive customer loyalty have a Net Promoter Score that’s 32% better than retailers that do not.

However, customers are starting to be more selective with the Apps they are keeping on their personal devices. Bethan talked about how to set your App strategy to drive customer loyalty and growth.

Bethan is a customer experience specialist. She started her career advising Retail, Services and Media businesses as a Strategy Consultant. Over the last 10 years she has led the development of customer propositions for some of the UK’s leading retail brands including John Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the heart of their experience.


 

 
Bethan Lynch

Bethan Lynch

Kingfisher plc Head of Customer Experience, B&Q
Bethan Lynch is a customer experience specialist. She started her career advising Retail, Services 
and Media businesses as a Strategy Consultant. Over the last 10 years she has led the 
development of customer propositions for some of the UK’s leading retail brands including John 
Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the 
heart of their experience. She has worked across Store Development, Digital Product, Marketing 
Strategy and you can also ask her about being at Store Manager for Waitrose at 
Christmas. Currently she is Head of Customer Experience at B&Q. 
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder
I'm a customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

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