Saturday 1 June 2013

Are the Marks & Spencer BP Petrol Station branches damaging the brand of their customer experience

With the rapid expansion of the M&S Simply Food Petrol Station proposition they have introduced a 24/7 retail outlet model but has this damaged their positive brand for customer experience.  Sure when you enter your local petrol station branded "M&S" you can find the quality food products you would find in the high street branches but is the customer experience the same.  Petrol station staff rarely understand the products and don't have the same association with the company being a more transient workforce.  So does this expansion risk damaging the reputation of M&S and is the model working?  Epic customer experience appears to no longer be top of the agenda for the company with expansion their primary focus.

M&S Simply Food at BP Connect

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