Marks and Spencer 2012 Annual Report Download - page 27

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Service
82%
Mystery shopper
score:
CUSTOMER INSIGHT
“ I love hearing about all the new
things in store – the employees
are really knowledgeable about
the products.”
10%
Strategic review
Focus on the UK
Marks and Spencer Group plc Annual report and financial statements 2012 25
Overview Strategic review Financial review Governance Financial statements and other information
Westfield
Stratford City
Arranged over four
floors, our new
Westfield Stratford City
store has created over
550 new jobs. It is
home to a 26ft deli bar
and all the inspirational
features of the new
store format. The
store’s unique location
provides an opportunity
to showcase the very
best of M&S to an
international audience.
Great service
This year we launched
a new customer service
training initiative
– ‘Small things, big
impact’. The concept
underpinned all our
in-store activity and
showed employees
how even minor
changes in behaviour
and attitude can make
a big difference to
customers – and deliver
better sales too.
New look stores
The new format is
already inspiring
shoppers to take a
fresh look at M&S.
Customer
recommendations
at the updated stores
are around 10%
higher than the rest
of the business.
Knowledge to share
As part of our ‘Customer
Ready’ service initiative,
short videos from M&S
experts – such as our
fish buyer and our
Master of Wine – are
now uploaded twice a
week to an online portal
to help store colleagues
share their passion for
our products with
customers.