Confident and ambitious to become the number 1 UK retail destination, M&S is transforming its stores to create a differentiated experience. Customer and staff feedback is crucial, and we are supporting them to make ongoing improvements and strategic decisions.
WHAT WE DID:
Assessing each new store as it opens at 1- & 3-month periods, our analysis and strategic recommendations play a crucial role in assessment and development.
The M&S difference is a positively enjoyable shopping experience, but this must be balanced with the practicalities of a weekly shop. We help M&S understand what these two elements of the shopping experience actually mean today.