Marks & Spencer has suffered a “bruise” to its reputation after it was forced to stop taking online orders following a cyber attack, an analyst has said.
The retail giant has paused orders on its website and apps since Friday as it attempts to restore operations.
Read the full article on the BBC website
NAM Implications:
- One problem of successful online delivery is the raising of consumer expectations.
- However, experience shows that a quick (and efficient) response to service problems can enhance reputation…
- i.e. insufficient time for rivals to fill the gap…
- (And perhaps learn from M&S experience?)
