The Best Shopping Trip? How Tesco Keeps the Customer Satisfied
Tim MasonTesco PLC
It stems back to 1993 when I was working in Retail Operations and was summoned back at short notice to work for Terry Leahy, who was then Marketing Director. He was in the process of conducting research to understand why things were not quite as bright as we hoped they might be. We had been through a couple of years of rather bleak trading and we had to try and understand why, and then decide what we were going to do about it.
The...