Customer Focus

Developing long-term customer relationships

In recent years, rapid advances in technology have led to the growing importance of information and communications...

Customers, process and people

Customer service describes the activity of identifying and satisfying customer needs and, over time, exceeding customer expectations....

Building sound customer relationships

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

Building a local retail strategy

In the 21st century, consumers really do matter and businesses that wish to prosper must address their...

A focus on customer service

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

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...

Developing customer focus

In the business world of the 1990s organisations cannot afford to remain still. Only 32 of the...

Meeting customer needs for competitive advantage

Sectors of the economyEconomic activity is usually divided into 3 sectors:1. Primary industry - involves extracting raw...

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...

Identifying customers and meeting their needs

Marketing is about making sure that a business is providing the goods and services that customers want....

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