Greg Thain

“a key part of their subsequent success was rooted in the insight that continuous improvement to the shopping experience rather than any one particular improvement had the potential to be a major competitive edge. Tesco’s improvements included their ‘One in front’ commitment to effectively abolish checkout line-ups, baby-changing and bottle-warming facilities, ATMs, escorted searches for product requests and priority parking for pregnant mums. It was not that one improvement was more successful than another; it was the relentless implementation of a never-ending stream of small improvements that steadily improved Tesco’s image relative to their competitors, who were left seemingly forever floundering in their wake. The scheme also got Tesco’s staff more engaged in service delivery and coming up with ideas for further improvements. ‘Every little helps’ helped Tesco attract over a million new shoppers in the period from 1990–1995.”


Greg Thain, Store Wars: The Worldwide Battle for Mindspace and Shelfspace, Online and In-store
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Store Wars: The Worldwide Battle for Mindspace and Shelfspace, Online and In-store Store Wars: The Worldwide Battle for Mindspace and Shelfspace, Online and In-store by Greg Thain
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