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[designing for loyalty] (15 Jun 2004)
Canterbury of New Zealand's online franchise is a prime example of an e-business with local and international buyers. They recently adopted a user-centred approach and are starting to notice the benefits.

Rebecca Holt, Website Manager, said, "Without our customers we don't have a business, so it is really all about them and their needs."

"We try to work the same way as a physical shop by providing a high level of customer service and always being there to answer questions and replying to our customers as soon as possible. We believe that dedication to our customers is what makes our online store work."
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