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...