The branch is dead, long live the Internet!!

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...