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Using customer service to position a business

However, customer service is only a small part of the overall offer. For example, a customer may expect good service when buying some new...

Using market research to relaunch a brand

Market research is a systematic process used by a business to find out about its customers and its markets. A company uses market research...

A revolution in banking

There are a number of ways of developing new business opportunities and one of the most important of these is that of “recognising a...

Taking direct banking a step further

This case study focuses on the recent process of change in the banking industry. Ten years ago, nearly all personal banking operations were carried...

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