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On this episode of Talking Shop we are joined by Peter Cross, customer service expert and co-author of Start With The Customer. With over 30 years at the crossroads of retail, brand and customer insight, Peter shares the moments that shaped his thinking, the patterns he sees in winning organisations, and the mistakes those that are struggling keep repeating. We also dig into his golden rules of service, building real service culture, employee engagement, and one simple change retailers can make tomorrow to impress customers.

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Tesco is reportedly looking to acquire the freeholds of more stores in order to minimise its lease liabilities and reduce its exposure to inflation, The Times has reported

According to its annual accounts, the supermarket chain now owns the freehold of 60% of its 4860-stores, an increase from 40% in 2015. 

In the same year, Tesco bought back 21 stores from British Land for £733m as well as its Shrewsbury megastore for £53m in 2016, helping to shield the business from indexed rent reviews. 

The Times said it understood that the chain is now planning to buy back more of its sites and is targeting a list of prime properties. 

Earlier this year, Tesco already acquired the freehold of 21 supermarkets in a deal worth £431.5m. The chain has said that the deal will generate profits before tax of £110.4m. 

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