M & S Target Market

Over the last 129 years M&S has grown from a single market stall to become an international multi-channel retailer. They now operate in over 50 territories worldwide and employ almost 82,000 people. Remaining true to their founding values of Quality, Value, Service, Innovation and Trust, we work hard to ensure our

When customers walk into the store, they first try to adjust themselves according to the surroundings of the store. It is very important to get the customers attention.By viewing the setup and location of the store in relation to the shopping, Paco

Store layout, merchandise display and categorization is superb to facilitate easy tracing / location. Individual store managers have liberty to adjust merchandising mix to suit local taste and placing replenishment orders. Purchasing through central office to get maximum margins, low expense

M&S are one of the UK's leading retailers of clothes, food, home products and financial services. Some 10 million people shop with us each week in over 375

The store will provide welcoming, attentive and efficient service. The company will provide a productive work environment, rewards for achievement and opportunities to develop.

In the period up until the mid 1990's M&S had a market leading share of the clothing market. They used their resources and subsequent capabilities to exploit their differences from the competitors and create competitive advantage by:

It's a place where people feel happy and are always surrounded by employees who care. It's a friendly environment that's hard to find at other stores these days. There are many families I have talked to who have no idea where they are going to shop after the store has closed.

Lack of segmentation: M&S is targeting more on middle age women, whereas clothing market has many segments which are not effectively targeted by the company. For example, younger generation prefer other brands like GAP, NEXT etc., as discussed by Petah Marian.

1. INTRODUCTION 2. CLEANLINESS 3. REAL WELCOME & THANK YOU 4. HOSPITALITY GESTURES 5. CUSTOMER COMPLAINTS & RECOVERY 6. SECURITY 7. GOOD COMMUNICATION & FOLLOW-UP 8. BIRTHDAY PARTIES 9. LOCAL STORE MARKETING (LSM) 10. PRODUCT AWARENESS AND COMPANY INFORMATION 1 11 28 32 37 42 50 56 58 64

Marks and Spencer is a major British multinational retailer headquartered in the City of Westminster, London. It specializes in the selling of clothing, home products and luxury food products. M&S was founded in 1884 by Michael Marks and Thomas Spencer in Leeds. “M&S has grown from a single market stall to an international, multi-channel retailer, selling stylish, high quality, great value clothing and home products, as well as outstanding quality food, responsibly sourced from around 3,000 suppliers globally. M&S have almost 800 stores throughout the UK.” It is the biggest and strongest competitor for Next.

Marks and Spencer (M&S) p.l.c. is one of the largest retailers in the United Kingdom with a selling space of 12.5 million square feet, was established in 1884 as ‘Penny bazaar’. M&S sells clothing, food, footwear, gifts and home furnishings in its 760 stores around the world. The company’s wholly own and franchise stores operates in Europe, Hong Kong, Far East, Australia, Middle East, the Bahamas and Bermuda making a total of 34 countries.

Marks and Spencer Company is one of the biggest retailers in UK, which it has known by providing the finest qualities of goods and services including clothing, home product, foods and groceries. In currently, M&S Company operates 852 UK stores, 480 international stores and e-commerce platform includes approximately 83,069 employees, while M&S Company is one of the UK’s leading market positions in Menswear, Women-wear and Lingerie products (Mark and Spencer 2016.

a. What process elements do you believe are critical to ensure your organization understands the target market and its needs today and remains knowledgeable and informed about trends as your business grows and technology and market forces change the market? Are there specific tools (e.g. CRM, big data tools) that should be part of your firm’s toolkit? If so, explain what value they bring, how they fit into your process, and way they are worth the investment of time, money, and mind share during the critical startup phase.

M&S market share in women’s wear down from 10.4% to 9.9% in 2013, which is the main source of revenue. Conversely, the brand position is declined in last 2 years because the customers were moved in variety of inexpensive, high fashionable substitutes (BrookIntellignceCentre, 2013). CEO Marc Bolland says they delivered higher performance in general merchandise, but the unfavourable weather condition hit the sales figure unexpectedly (BBC, 2014; Ruddick, 2014). Mr

M&S accomplished the goal of merging its global outlets and in the process transforming them into well designed website that offers web based catalogs showcasing all of their product categories that are on sale. The website enables potential buyers to have detailed description of the product before purchasing. With more detailed description of the products, customers can make intelligent decisions before buying and be able to make payments via various payment channels like debit and credit cards.