As former CEO, Sir Terry Leahy, took the British retail giant Tesco from a struggling company to become Britain’s largest private employer and the third-largest supermarket in the world. In this lesson, he explains why Tesco’s improved customer service offerings led to greater customer loyalty. By the end of it, you’ll have a deeper understanding of the logic behind loyalty programming.Make customer service a key part of your value proposition.Listen, adapt and respond to customers’ needs.Provide them with benefits.Find the truth.