Meeting customers' needs
A Travis Perkins case study

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Page 7: Conclusion

Travis Perkins has to maintain profitability in order to keep shareholders happy and to develop and grow in a sustainable way.

excel was launched expressly to enhance customer service across the network of branches, communicating the value and importance of attention to the customer. The research is very focused on determining customer needs, branch by branch. It is also important that there is a designated team in each branch which can communicate the customer service strategies to the rest of the staff thus ensuring ownership at branch level.

The ultimate aim of excel is to increase sales through total customer satisfaction, resulting in continuously improved business performance.

Travis Perkins | Meeting customers' needs