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HomeMarketingCustomer Focus

Customer Focus

Developing long-term customer relationships

In recent years, rapid advances in technology have led to the growing importance of information and communications technologies (ICT). Information and communications technologies have...

Customers, process and people

Customer service describes the activity of identifying and satisfying customer needs and, over time, exceeding customer expectations. This case study focuses on how Standard...

Building sound customer relationships

Royal & SunAlliance is one of the world’s major insurers, with operations in around 50 countries it carries out business in over 130 countries....

Building a local retail strategy

In the 21st century, consumers really do matter and businesses that wish to prosper must address their needs. This case study illustrates the high...

A focus on customer service

Over recent years many changes have taken place in traditional service organisations. There have been many reasons for these changes. Some have been brought...

Applying the personal touch to financial services

The Co-operative Insurance Society (CIS) operates in one of the most dynamic and complex markets in the world. Insurance is one of the UKÕs...

Developing customer focus

In the business world of the 1990s organisations cannot afford to remain still. Only 32 of the top 100 of Britain’s biggest industrial companies...

Meeting customer needs for competitive advantage

Sectors of the economy Economic activity is usually divided into 3 sectors: 1. Primary industry - involves extracting raw materials. When economies first start growing they...

Responding to changing customer requirements the drive towards wellness

Consumer research shows that people are looking to adopt healthier lifestyles. Newspapers and television channels bombard us with health information and messages about the...

Identifying customers and meeting their needs

Marketing is about making sure that a business is providing the goods and services that customers want. It involves identifying and anticipating what consumers...

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