LBi International

www.marksandspencer.com

A 10-year relationship is still going strong 

For almost a decade, LBi has been M&S’s ‘complete digital agency’. We have maximised their online presence through a myriad of well-executed strategies designed to help attract new customers and retain existing shoppers. We work out current strategies and future opportunities. Together, we set rigorous benchmarks and review them over time. And, LBi’s performance against these targets continues to be higher than industry ‘best’ standards.

 

One small step, one big website

Like many retailers in the 90s, M&S’s initial cautious approach to digital has moved on so they now see their online offer as one of the major contributors to their marketing mix. Our objectives have always been to grow revenue and sales, maximise the customer experience and make M&S a leading force in the digital arena, just as it is now in retail. Now their new Amazon platform e-commerce site holds the largest range of M&S produce available anywhere.

 

Socks to sofas and cheese to chess

Our media team plan and execute effective strategies to get people to the site. In 2005, our strategies increased M&S’s revenue by 10%. Yet the customer base is hugely varied. They buy everything from school uniforms to leather wastebaskets and when they don’t know what they want, it’s our job to inspire them. We attract and acquire customers through specialised campaigns, like ‘Look behind the label’ or Mother’s Day. And we keep them returning to M&S with online communications, media pushes, site auditing and more.

 

Looking to the future with LBi

We’re always looking to pre-empt M&S and anticipate what their customers might want or need. We’re continually conducting customer research panels to see how we’re doing or what’s next. We take part in fact-finding research trips and market briefings so we can get our business planning, executing and modelling spot on. That’s why, after 10 years, our relationship just gets better and better.

 

‘We consider LBi to be a core part of the Marks & Spencer e-commerce team and have valued their input and commitment.’ Peter Robinson, Executive, Head of E-commerce.

Tags: client

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