In 1995, fashion retailer Viyella who had 170 outlets and concessions (offering small business outlets inside other shops) UK-wide company, adopted a service excellence approach. All members of staff were empowered to go to any lengths to satisfy customers. The empowerment included: - home deliveries on Sundays with birthday gifts, etc.; - birthday cards; -…

BPIR Categories

8.2.2 Create an environment for empowerment/innovation
6.3.2 Provide the service
1.3.1 Build customer relationships

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