Interesting
experience at M&S. I did quite a bit of shopping as I am meeting up with
nephews, niece, etc. As I reached the counter, I realised the line was massive
as it was the last day of their 100 dollar off for 500 dollar purchases scheme.
The line was moving ever so slowly and only 2 counters of the 4 had people
managing it. Many a times I thought of dropping the stuff and shopping online.
But, I held on and reached the counter to realise that the lady serving the
customers was actually very customer centric and took pains to ensure that we
got the maximum out of the schemes available.
Four points came to my mind:
1. Her attitude saved M&S from having a detractor. Very pleasant
2. M&S can easily improve customer experience by having self help kiosks
where I can swipe and buy the stuff I need and the system automatically helps
with discounts
3. Why create such complex schemes that are difficult to administer?
4. Surely they should have planned better and had more at the counter...
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