April 2019
Intermediate to advanced
264 pages
7h 12m
English
Content preview from Creating Customer Loyalty
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Creating terrific retail experiences
Another great example comes from Tesco. Terry Leahy was the CEO who transformed its fortunes and turned it into the third-largest retailer in the world. In the late 1990s he realized that with the arrival into the UK of new low-cost competitors from Europe (ALDI, Liddle and Netto), they had to move the business off its old low-cost focus, which was based on the founder’s motto, ‘Stack it High and Sell it Cheap’, and focus it on a different, more upmarket, sector.
In his book, Management in 10 Words, he explained what he did as follows:
We focused relentlessly on delivering for customers. We set ourselves some simple aims and some basic values to live by. And we then created a process to achieve them, making ...
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