Digital redesign and innovation – Customer feedback and how M&S.com use it.

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Digital redesign and innovation – Customer feedback and how M&S.com use it.

BRC – Omni-channel retailing 2015 – David Walmsley director of M&S.com marks and spencer

According to David Walmsley, director www.M&S.com, only 14% of all clothing purchases are made on-line. Granted, that varies by time of day and especially on Saturday nights when people are home, watching TV and browsing the internet.

It’s important to track convergence of content and commerce. Having an online magazine and social space is vital; and Walmsley feels M&S may need a more rounded approach stressing that retailers should obsess over what customers say. Here are some of M&S’s key customer drivers:

Code and analytics drive M&S as a business.  A strategic differentiator for them is that unlike a lot of retailers, they have 80 engineers in house. This also gives them links to the popular start-up community eg dressipi, seedcamp, wayra, campus.M&S.com is now the flag ship for Marks and Spencer.

www.M&S.com

www.brcomnichannel.com

Christine de Largy, Managing Director of Impact Executives, experts in interim management, is passionate about the digital transformation of consumer businesses. She hosts a retail forum to facilitate debate around the issues retail businesses today face and also sits on the management and advisory boards of IORMA, the International Omni-channel Retail Markets Association.

About Impact Executives Ltd Impact Executives is a leading interim management provider to organisations of every size in the UK and internationally. Originally formed as a specialist practice within PA Consulting Group, over the past 25 years Impact Executives has helped over 2000 companies, including more than two-thirds of the FTSE 250 – find the very best executive interim management talent.

Clients choose to work in partnership with Impact Executives because of our proven ability to offer immediate solutions to improve their organisation’s performance through identifying skills-gaps, business process reengineering (BPR), turnaround, restructure and growth.

With offices covering the UK, the Nordics, Europe, Asia Pacific and North America, Impact Executives is part of the global recruitment specialist Harvey Nash Group plc. Over the past 20 years we have given clients and interim managers the confidence that we have the resources, expertise and focus to deliver results – fast.

For further information on Impact Executives, please contact Steffany Young, Impact Executives, Tel: 0044 20 7314 2011 Email: steffany.young@impactexecutives.com