Magazine article Marketing

Marketing Mole: We'll Call You - Marks & Spencer

Magazine article Marketing

Marketing Mole: We'll Call You - Marks & Spencer

Article excerpt

Every good Mole loves their mum. So when we heard that M&S, Ma Mole's favourite emporium, plans to make its store layouts simpler, we had to find out more.

Mktg Hi, can you put me through to a customer service person please?

M&S Hi, my name is (gives name). How can I help?

Mktg I want to get some details about the changes you are making to the layout of your stores. I believe you are making some changes?

M&S Yes. (Chief executive) Marc Bolland said during the company results that feedback from customers meant that the company would be putting a lot of work into making it easier to find things in the stores.

Mktg OK. That is interesting, because I am always getting lost in M&S What is he actually doing?

M&S Well, he hasn't gone into detail at the moment.

Mktg I think this will help, because my mum complains that she can never find individual departments.

M&S I don't think it is about finding departments. …

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