9 ways M&S makes grocery shopping delightful
Simple but impactful strategies to enhance the shopping experience and to keep the customers engaged
Print25 October 2024
Sharon Yourell Lawlor, managing director of Think Plan Do Consulting, highlights how M&S is elevating everyday shopping with thoughtful product organisation, vibrant displays, and welcoming staff – all designed to put customer needs at the forefront.
- Solutions-Based Approach
M&S simplifies shopping by organising items around shopper needs, making it easy to find what you’re looking for. - Growing Categories through Adjacencies
Complementary products are grouped together to encourage additional purchases and enhance the shopping journey. - Variety and Colour Inspiration
M&S turns the fresh food section into a destination for colour, promoting variety and healthier choices. - Education on Product Options
Shoppers are guided through product differences, helping them make more informed and confident decisions. - Choice and Flexibility
Offering options like single eggs or mix-and-match formats empowers shoppers to try new things with ease. - Encouraging Trial
Dedicated sections, like for no-alcohol wines, give shoppers a risk-free space to experiment with new products. - Store Theatre
Interactive displays, like Colin the Caterpillar, bring fun and excitement, making the store a more engaging space. - Friendly, Welcoming Staff
Simple gestures from staff, like a smile and kind words, create a welcoming and memorable experience. - Identifying Key Shopper Missions by Usage Occasions
M&S caters to different shopper missions, whether it’s pizza night or tapas, making solutions easy to find.
To read this week’s edition of Sharon Yourell Lawlor’s What’s In Store, click here.
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