News: Giving the People What they Want

July 2011 | M&C Report

Article Excerpt:

In 2009, Mitchells & Butlers instigated an in-depth customer feedback programme to inform its retail offer and grab market share, with impressive results. Do you know what your customers want? I mean, do you really know? Not just whether they like clean toilets and want good value (who, exactly, doesn’t?), but how much importance they place on, say, the quality of vegetables against speed of service. read more »

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