Marks & Spencer adopted a sustainability campaign, “Look Behind the Label” in an attempt to gain the growing fair trade market share in the UK. The campaign was a short-term success.
However, consumer research informed them that they needed to demonstrate their intention to continue to support sustainability issues that performance and credibility should come first, activities are more important than words, customers want to see the benefits of change and communications should be simple. In response, M&S integrated their sustainability goals tightly with their business strategy. This case study looks at whether this strategy was successful for M&S and why.