And on to the next Christmas Winner: Why M&S?
Customer Story: Grabbing Top-up Festive Treats
M&S's ever-present lead in the Physical and Emotional Orientation phases of the Customer Journey goes through the roof for this customer story. Those phases are really about how the store looks and works, big ones to win. On top of which great merchandise, wonderful discovery, and incredible Post Purchase (all the enablers of a satisfying consumption of what’s bought) elements of the customer journey shine.
These are wonderful stores, and it turns out ideal places to grab festive treats – a high margin basket too. Marks and Spencer's victory versus Waitrose is worth mentioning here: M&S in relative attractiveness terms are 24 times more attractive (M&S scores 2.90 RA versus Waitrose at 0.12 RA). That's HUGE.
M&S dominate five of six critical variables: Discovery (1st – 46.01), OOS Grocery (1st – 85.71), Curation (1st – 46.01), Inspiration (2nd – 22.77), Layout (2nd – 88.25), and fall back only in Promotions (5th – 56.55).
No other comes close on Premium Availability (1st – 82.95) or Premium Path (1st – 48.25). The only retailer with 100% observation of 'Premium options in all sections’. In Curation M&S enjoy 63% observation for ‘at least one example of curation in every section’ – way ahead of all.
On supply chain, M&S are impressive too – almost no grocery out of stocks are observed. That sense of ‘plenty’ and ‘abundance’ is powerful in this customer story.
AUTHORS NOTE: I was writing this my partner Em was physically in M&S Simply Food (Summertown, Oxford). She said just now that it was retail carnage with massive queues of people whose baskets looked EXACTLY like this customer story. I asked her to literally bring home the bacon, while I sit at my desk figuratively doing the same.
#grocery #experienceanalytics #baconsandwichesallround
Customer Success Consultant chez Mirakl
3moHitesh Mehta 👏👏