Tesco: According to Tesco (2012), Tesco is one of the most popular retail chain stores in the
United Kingdom. After the Wal-Mart of the United States of America and Carrefour of France,
this is considered as the third largest retailer in the world. Tesco has operation in fourteen
countries of the world covering Europe, Asia and North America and occupy more than thirty
percent of the United Kingdom retail market. Tesco was originated by Sir Jack Cohen back in
1919. The Tesco Club card scheme was introduced in 1995 and was designed to offer service
benefits to the customers in a unique way. The www.tesco.com was introduced in 2000 to
encourage the trade of e-commerce. ‘The First Class Service’ was introduced in 1993-1994. In
the following year the ‘One on Front’ service was launched to reduce the waiting time at the
check-out. Through the Club cards information on areas like merchandizing, pricing, customer
services, promotions, customer acquisitions, media effectiveness, customer communications and
market research have been generated. The ‘Customer Championship’ in store was adopted by
Tesco in 2001-2002; the ‘Learn Thinking’ concept was also developed in the same year. In order
to turn Tesco as more accessible for the customers, the fixed telephone and the mobile phone
lines has been fixed. Specially designed for women, ‘My Time’ has been devised to offer the
women to have free knowledge about the spa, beauty salons, luxury gyms and price cut on
cosmetics, perfumes and even the designer clothes. As stated by the Tesco Chief Executive
Officer, Sir Terry Leahy in the Tesco Annual Report in 1998, the mission has been set to earn the
and expand the customer loyalty for the whole life. Tesco has been termed as the best
practitioner of CRM regarding its knowledge on the customer thoughts, their impression and their
feelings about grocery shopping (Jim Barnes, Chief Executive of the Bristol Group). According
the Club card loyalty program of Tesco Mr. Crawford Davidson, the entire philosophy of Tesco is
to balance the business for the customers. This can happen as a combination of the company’s