Tesco, now the third largest retailer in the world, has built the concept of customer loyalty into the core of its business. Terry Leahy, who has just stood down as chief executive, is credited with seeing the opportunity of a loyalty card system in the early 1990’s and pushing for its adoption. He recalls spotting another smaller company using the system , and preparing a report for the Tesco board on how it could help the supermarket chain.
In some trepidation, he waited for a response...
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