Re: Marks and Spencers – Customer Relationship Marketing

Back in July I mentioned how Marks and Spencer (M&S) risked losing their customer loyalty by introducing non-own brand food labels into their stores; their very effective customer relationship marketing was delivered through their high-quality M&S branded products.

I feel it is worth mentioning that now – in Novemember – Marc Bollard, the firm’s new CEO, has announced a scale-back in the number of non-M&S branded products. I think this was quite a good prediction, if I may say so myself. Read more about this new strategy here.

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1 Comment

  1. This just goes to show that when something stops being unique – it often looses its appeal. Thank you for sharing the prediction and the outcome.


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