Introduction This case study focuses on the way in which Britannia Building Society has continued to place its customers at the centre of all its activities in order to produce the benefits that guarantee a successful future. Britannia is one of this country’s leading financial services organisations with a strongcompetitive advantage from its ‘Mutual’ organisational structure which provides anunbeatable link with its customers – because its owners (members) are its customers. Today modern organisations must pay close attention to the 3 C’s which are the…

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