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Inventum for M&S

The Scenario:

Iconic British retailer, Marks & Spencer, are passionate advocates of inclusion. They wanted to deliver:

  • insights and training to their in-store management teams to ensure that their stores were welcoming to all customers, regardless of personal characteristics, and

  • the creation of an additional training video for all M&S staff that highlighted their commitment to inclusion.

They sought a specialist inclusion and diversity partner that could help them; Inventum Group was the obvious choice.

The Solution:

​1. Inventum designed a bespoke program that was rolled out nationally to in-store leaders.

The program, I-LEAD (Inclusion is Listening with Empathy, and Acting with Diplomacy), delivered targeted training and education to empower M&S colleagues with the skills and expertise to identify inclusion related issues and improvement opportunities. Further, it enhanced colleague’s ability to manage challenging situations in a professional, empathetic, and diplomatic manner, ensuring the highest standards of customer service were maintained.

2. Inventum produced a training video for M&S’s e-learning platform available to all staff, highlighting why inclusion is important to everyone at M&S.

​The outcome:

  • The workshop program created and delivered by Inventum garnered some of the best feedback scores ever witnessed by the Inventum team.

  • Store leaders were moved and motivated to make a positive change in their approach to colleagues and customers, and all colleagues felt ‘empowered to take a lead’ in being an inclusion champion.

  • The training video has also been exceptionally well received and is an inspiring and motivational resource for all M&S talent.

Watch the training video created for M&S here: