If you asked a customer of UK supermarket chain Tesco what the shopping experience there was like in the early 1980s, “customer friendly” would probably not be the answer. Though it began upgrading its stores and product selection in 1983, Tesco continued to suffer from a reputation as a “pile it high and sell it cheap” mass market retailer, lagging behind Sainsbury’s, the more upscale market leader. To gain share against Sainsbury’s, Tesco needed to reverse the public perception of its stores. It decided to improve the shopping experience and highlight improvements with an image campaign to “lift us out of the mold in our particular sector,” as its 1989 agency brief put it.