Marks and Spencer 2009 Annual Report Download - page 41

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Customers will be able to order online and
then pick up in-store. As well as order in-store
for pick-up in-store or delivery to home. It will
give all of our customers access to the full
M&S range from their local stores, and the
convenience of picking items up at a time
that suits them.
International delivery
Sales of M&S lingerie in France and home
furnishings in Spain have soared this year
after the launch of our international delivery
service in November 2008. The service gives
UK customers an opportunity to send M&S
clothes and lingerie, as well as selected
beauty products and home accessories to
friends and family in France, Germany, Spain,
the US, Canada, Australia and New Zealand.
M&S is the first British retailer to deliver
internationally to New Zealand, and one
of only a few that ships to Australia and
Canada. It underlines our commitment to
grow sales of M&S Direct and build on our
momentum overseas. We will be extending
the delivery service to more than 70
additional countries this autumn 2009.
Wine Club
Boasting an online catalogue of more than
550 wines and a string of awards, the launch
of our Wine Club in November seemed the
logical next step. Early signs are encouraging,
with almost 4,000 subscribers receiving a
case of wine on a quarterly basis. Wines,
which are delivered free, are hand-picked by
our team of specialists. They also include
tasting notes and can be enjoyed while
viewing instructional ‘tasting videos’ online.
Reviews and ratings
The ability to contribute reviews and ratings
has provided customers with an independent
verification of the goods they are shopping
for. Since the service was launched in
June 2008, reviewed products have received
an average rating of 4.1 out of 5. As a result,
sales of well-received products have
increased by as much as 20%.
Looking ahead
Our focus remains squarely on improving
our online shopping experience and on
integrating our sales channels to give our
customers greater flexibility. The look and
feel of the site is critical to providing
customers with what they want, and we
will refresh our website this year. We will
offer more opportunities to interact with
our customers by building on the success
of ratings and reviews, and Your M&S TV.
We will also improve our online advertising
partnerships so customers are better
directed to promotions when seeking a deal.
37
125 YEARS OF INNOVATION
Above: What’s on the box? Over 140,000
minutes of video have been viewed through
Your M&S TV since it launched in February 2009.
125 YEARS OF QUALITY
Below: Made to Measure Our bespoke Made
to Measure shirts have beaten the most exclusive
tailors in the world for quality and fit. Consumer
watchdog Which? found our £30 service was twice
as good as the Savile Row versions costing more
than £135.
125 YEARS OF SERVICE
Below: lunchtogo We’re keeping energy levels
up for two premiership football clubs by providing
healthy food on training and match days through
lunchtogo. Their nutritionists and chefs sought us
out because of the high quality and nutritional value
of our food.
125 YEARS OF SERVICE
Below: Hitting home Technology, household
electricals and home accessories were key drivers
of Home sales online. To shop online go to
marksandspencer.com
125 YEARS OF TRUST
Below: Popping the question Six bouquet orders
this Valentine’s Day contained a very special
message... ‘Will You Marry Me?’