As the UK’s retail financial services sector discovers the value of retaining customers it is also becoming aware that product elimination has the potential to damage existing purchasing relationships. Unlike physical goods, where elimination is often undertaken with scant regard for the...

Human tellers are still the primary means of product delivery, despite the trend towards electronic and remote banking. In New Zealand, there exists a newly deregulated environment in the financial services industry. Therefore a “customer‐oriented” approach is needed to achieve customer...

The term, customer service, covers all aspects of the transaction between the supplier and the customer, and includes elements of all major functional areas of a company. Customer service is detailed and customer priorities are identified with regard to seven types of retail outlets. It is...

This article outlines how one particular company sought to bring about inventory reductions, and hence cost savings, without reducing customer service levels. The author′s attention was confined to the manner by which the physical stock levels were reduced within the constraints of existing...