Thursday, June 02, 2016

Don't mix internal marketing jargon with marketing communications - you could have a Mrs M&S moment

A few days back I wrote about the declaration by the new MD of M&S that he wanted to focus on Mrs M&S. It was obvious that this was going to create more questions than it answered and also risk the accusation of insulting the customer. We are very sensitive these days to language.

From the media storm that followed, particular from female journalists, it was clear this statement had not gone down well. This is what the Guardian had to say about it. A lot of the media were far less kind in their analysis.

All companies have their shorthand for referring to different customer groups. Nothing wrong with that as long as you don't start using that language when referring to your precious customers in the media.

I am sure this is a mistake the MD of M&S will not make again. Dick Stroud

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