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Refreshing a brand's service experience can be a daunting prospect at the best of times. But for Jo Moran, Marks & Spencer's head of customer service, staffing and productivity, this meant undertaking change at a business that has over 700 stores across UK and Ireland. Jobs don't get much bigger than this.
Marks & Spencer on how its brand strategy is making it more relevant to its customers
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Marks & Spencer Incorporatewear
M&S has now closed a number of its larger stores that feature clothing and home floorspace, while adding new Simply Food stores, where shoppers can pick up or return their homewares and clothing orders.
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Tweet. Marks & Spencer has seen overall satisfaction across its stores increase by an average of 23 per cent after rolling out a global customer service listening and insights program internationally. The UK-based retail chain's international operations manager, John Heatherington, is in charge of the global customer experience efforts and.
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Putting service in the spotlight
A framework for engagement M&S used themes The Institute provided, running from 'understanding your customers' and 'dealing with problems' to 'recognising the business impact of customer service', to generate a toolkit suggesting daily activities for retail stores and service centres.
Will Kent stores close as M&S confirms 100 shops to shut?
Marks and Spencers charges ahead. Department store retailer Marks and Spencers topped the survey for clothing stores, receiving five stars across the board, including in 'Speed of dealing with your issue' and 'Efficiency of resolving issue.'. According to the results, as many as 86 percent of Marks and Spencers customers reported they.
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Be the face of M&S and every customer's first port of call. You'll be on the floor exciting customers with your passion for products, and making recommendations they're sure to love.
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