The branch is dead, long live the Internet!!

Ann Whalley and Rosemary Hadden

How research played a fundamental role in the development of Abbey National's Convenience Retailing strategy, including the inclusion of Costa coffee in its retail outlets.
  

The branch is dead, long live the Internet!

(or so you'd have thought if we hadn't listened to the customer)

Rosemary HaddenAbbey National

and

Ann Whalleythepeoplepartnership

Background

Abbey National embarked on the development of its Convenience Retailing strategy at the end of 1999. At that time it could be argued that this was a brave move. Financial institutions were not highly regarded by the City, share prices were plummeting fast and the view of the future was all about ecommerce, and if you didn't have an ecommerce strategy in place then you were not...

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