Marks & Spencer: Turning every store into a social success story for customers

M&S Food, a retailer, launched a campaign in the UK to develop a digital way to communicate with local customers, drive awareness on new product development and deals, showcase the brand as special and different.

Customer Engagement: M&S Store Social

All retail marketing departments were challenged by the Covid- 19 pandemic and M&S Food was no different. In the early days of the first UK national Lockdown, customers were Left uncertain as to whether its stores were open. This was due, for example, to the fact many are housed in Larger stores, which were forced to close clothing and homeware sections (deemed non-essential at the time).

So, to counter this, the marketing department initially encouraged every M&S Food store to set up its own Facebook page, allowing stores to post local real-time and up-to-date information...

WARC subscribers can sign in to keep reading

Not a subscriber?

Schedule your live demo with our team today

WARC helps you to plan, create and deliver more effective marketing

  • Prove your case and back-up your idea

  • Get expert guidance on strategic challenges

  • Tackle current and emerging marketing themes

We’re long-term subscribers to WARC and it’s a tool we use extensively. We use it to source case studies and best practice for the purposes of internal training, as well as for putting persuasive cases to clients. In compiling a recent case for long-term, sustained investment in brand, we were able to support key marketing principles with numerous case studies sourced from WARC. It helped bring what could have been a relatively dry deck to life with recognisable brand successes from across a broad number of categories. It’s incredibly efficient to have such a wealth of insight in one place.

Insights Team
Bray Leino

You’re in good company

We work with 80% of Forbes' most valuable brands* and 80% of the world's top top-of-the-class agencies.

* Top 10 brands