Marks & Spencer
Sir Stuart Rose, CEO
“We brought in customer service consultant Mary Gober, the only consultant we’ve retained in my years as CEO. Over a nine-month period, starting in July 2005, the entire store workforce, 56,000 people, attended motivational training sessions, sometimes 5,000 employees at a time.”
From his article ‘Back in Fashion: How We’re Reviving a British Icon’, Harvard Business Review, May 2007
