The discussion revolves around the customer experience in Marks and Spencer's clothing departments, specifically focusing on the impact of poor flooring and lighting. The speaker recounts a colleague's frustration with the retail environment, who wished to refuse working on advertising until the store improved its ambiance. The core issue identified is the use of industrial-grade lighting and flooring, often found in food sections or even dental offices, within clothing departments. This creates an unpleasant and uninviting atmosphere, detracting from the perceived value of the clothing and shoes being sold, especially when customers are expected to spend significant amounts of money.

Marketing Brilliance

Had a colleague who worked on the Marks and Spencer's account for ages. What he wanted to say, he never had the balls to do it, and I don't blame him, but he always wanted to say to Marks and Spencer, "Look, I'm not going to work on any advertising for you uh at all until you sort out your flooring and lighting in your clothing department."

Yeah.

Cuz Marks and Spencers obviously have some sort of procurement which does the flooring and the lighting for food and for clothing in the same way.

I totally agree and I know exactly what you mean. It feels like been in a dentist. experience. It does. And I'm kind of going, you can't charge, you know, you can't get someone to spend 250 quid on clothes or and shoes if you have basically industrial lighting and a bloody easy clean Yo.

The Lighting Error Costing Millions at M&S

>> I totally agree and I know exactly what

had a colleague who worked on the Marks
and Spencer's account for ages. What he
wanted to say, he never had the balls to
do it, and I don't blame him, but he
always wanted to say to Marks and
Spencer, "Look, I'm not going to work on
any advertising for you uh at all until
you sort out your flooring and lighting
in your clothing department." Yeah.
>> Cuz Marks and Spencers obviously have
some sort of procurement which does the
flooring and the lighting for food and
for clothing in the same way.
>> I totally agree and I know exactly what
you mean. It feels like been in a
dentist.
experience. It does. And I'm kind of
going, you can't charge, you know, you
can't get someone to spend 250 quid on
clothes or and shoes
>> if you have basically industrial
lighting and a bloody easy clean Yo.

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The Lighting Error Costing Millions at M&S

Transcription