LONDON (3 April, 2018) —It has been announced this week that Marks & Spencer (M&S) has been shortlisted as a finalist in The Loyalty Magazine Awards 2018.

The prestigious Awards recognise and celebrate excellence, innovation and best practice in the loyalty industry across Europe, the Middle East and Africa. M&S has been selected as a finalist in recognition of the overhaul of its customer service strategy, which has seen a global initiative to gather, analyse and respond to customer feedback.

The award was entered in partnership with InMoment, M&S’s provider of customer experience insight solutions for its Voice of Customer (VoC) programme.  The award entry highlights M&S’s development of a consistent CX approach across the global marketplace, placing the customer at the heart of every strategic decision, whilst simultaneously weaving in an adaptable model to provide a crucial local focus and social transparency to the communities they serve.

John Heatherington, International Operations Manager at M&S, commented: “Our customer experience programme has gone through significant changes since 2016. We’ve invested huge resources into improving and enhancing the way we connect with and listen to our customers, building a model which provides not only brand consistency, but also captures the nuances of each culture we operate in. This approach is yielding fantastic results and to be shortlisted as a finalist is testament to the hard work of my team and the insight InMoment has helped provide.”

Simon Fraser, Senior Director, Customer Experience Strategy at InMoment, added: “It’s an honour to work closely with M&S to implement and scale their global CX programme with a finely-tuned, localised approach. M&S is dedicated to making every moment special for their customers and we have been delighted to help them on this evolving journey. We are certain their hard work and dedication to honouring customer feedback, whilst utilising the latest developments in CX technology, will further cement their position as market leaders in the retail industry.”

M&S is a finalist in the Best Customer Experience category at the Awards. Winners in each of the categories will be announced at a Black Tie ceremony at the historic Tower of London on the evening of 19 June 2018.

Visit https://www.theloyaltymagazineawards.com/ for a full list of all finalists and to book a table at the event.

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