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marks and spencer - satisfying customers
Member rating: No Rating | Words: | Submitted: Sun Mar 11 2007
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Satisfying Customers Marks & Spencer's is fondly known as Britain's "most trusted retailer". Yet in recent years the company has discovered that you cannot simply live on your reputation. Marks & Spencer has had to become more "customer facing" to create a platform for improved profitability. The signs are that it is succeeding: in its November 2001 trading statement the company reported half-year profits up by 20.1 percent to £220.3 million (US$315.4 million). The Customer Insight Unit (CIU) has played an important part in this change of fortunes by helping Marks & Spencer to achieve its mission "to focus on our customers and be driven by their needs". In pursuing this mission Marks & Spencer has two key advantages. First, it has the expertise. Headed by Steven Bond, the CIU was formed at the end of 1999 and has seen its remit steadily broaden ever since. With 50 members, it draws together...
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