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PODCAST Never the same again: Stephen Langford of Marks & Spencer on how it is adapting to the customer’s behaviour

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M&S shoppers drive up to click and collect from its stores in a recently developed service. Image courtesy of M&S
M&S shoppers drive up to click and collect from its stores in a recently developed service. Image courtesy of M&S
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PODCAST Never the same again: Stephen Langford of Marks & Spencer on how it is adapting to the customer’s behaviour

Marks & Spencer has long been ranked in the Elite of the RXUK Top500. But like all retailers with their roots in the high street, Marks & Spencer has in recent years been rethinking its digital strategy – and its new approach to retail is at heart of an ongoing transformation plan that has been pushed sharply forward by Covid-19

 

In the latest edition of the InternetRetailing RetailCraft podcast we heard direct from Stephen Langford, who has recently rejoined M&S new director ecommerce at M&S in the latest edition of the RetailCraft podcast. They talked about how digital is at the heart of transformation plans at M&S with support from the board, chief executive and chair and what the plan is now for this brand.

 

“Our focus has really shifted into digital and data,” says M&S’ Langford in a wide-ranging conversation, that covers the M&S customer, the retailer’s “old lady tech stack”, how the retailer and its staff handled effectively becoming a pureplay during Covid, and how that led to its “never the same again” mantra, and what that means in practice.

 

“We are investing very very heavily into how we can reimagine, reinvent and reconstruct,” says Langford, at a time when the retailer is now trading “in a very, very different world”. Find out what that and the wider M&S transformation plan means for the business by catching up on this latest RetailCraft podcast.

 

 

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