00:00Consumers vote with their wallets and shop with their feet and they will go to
00:04other stores to experience other things because they might feel a bit more
00:07vulnerable right now but what we know that once trust is damaged and trust is
00:14tested trust can be rebuilt but it's about how they manage that rebuilding
00:19process it's going to be a lot easier with consumers that have long-standing
00:23relationships and loyalty to Marks and Spencers versus consumers who have got a
00:29very new journey or early starters with them in their relationship and they
00:33might take a little bit more time but long term Marks and Spencers have tried
00:38their best to deal with a crisis and I think that the consumers are generally
00:42sympathetic towards them because Marks and Spencers is considered as a British
00:47heritage brand that consumers like love and did trust and will trust once again
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