Case Study: M&S achieves better customer service and £1.8m extra revenue with Brightwave's blended learning solution

M&S - Customer Case Study

M&S sought to transform its in-store customer experience and enhance its food hall assistants' product knowledge to compete more effectively. To address this challenge, they partnered with Brightwave Group to develop an innovative and integrated training program.

Brightwave implemented a blended learning solution called the "Heroes" programme, which included e-learning courses, workshops, offline workbooks, and key fob performance supports. The results were significant, with M&S reporting a major improvement in customer service scores, a 10% reduction in waste, and the generation of an additional £1.8 million in revenue. The programme was so successful that it was rolled out across all UK stores.

M&S