How Tesco became Britain's top supermarket

Rather than low prices, it is cutting-edge customer intelligence which has given Tesco its competitive advantage. But as Sainsbury's and Asda fight back, could the days of Tesco's dominance be over?

Everybody knows that knowledge is power so it seems strange that many retailers seem to have little insight into their customers. But their interest is growing as they increasingly recognise customer intelligence is now a key factor in differentiating winners from the losers in the retail sector. An example of how important it has become (in all parts of the business world) is the recent Business Week Best Performers 2007' survey. This concluded that the key distinguishing factor of many companies in the top 50 was a deep understanding of their customers.

This gave them the competitive advantage to sell more goods and services than their rivals. And nobody would argue that the likes of Google, Goldman Sachs and Amazon, which finished high in the list, are exemplars in using customer knowledge to drive sales.

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