Retail

Arco Argos ASDA B&Q Boots CDS Superstores (The Range) Disney Stores Halfords HMV Hobbycraft Hotter Shoes Iceland IKEA Lakeland New Look Otto UK Pets at Home Pharmacy 2U Picard Sainsbury's Signet Group Specsavers Steelcase Superdrug Tesco Waitrose W H Smith Wickes

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Consumer Goods

Addis Housewares Artex Colgate-Palmolive Gillette Hozelock Imperial Tobacco Jeyes Group Lever Brothers Procter & Gamble

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Too much service – is it possible?

The world of modern business is a fiercely competitive one and getting more so. In these tougher economic times it is tempting to believe that increasing customer service will be the answer to who survives and who becomes history. But what do we mean by improved service? It’s tempting to believe that better means faster delivery or greater choice and yet are we sure that’s what customers really want. Just because customers take up the offer of quicker delivery or...

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