Bunnings Warehouse Case Study - MBS From DIY projects to big business, the right advice and the right tools can make all the difference. This is no news to hardware giant Bunnings, which has earned the trust and loyalty of customers by providing expert advice and the right tools for home improvement for decades. ‘Customers work hard for the money in their pocket and they think carefully about where they choose to spend it,’ says General Manager Human Resources Willem Pruys. ‘We put a lot of effort into making our customer experience a great one – and we hope they’ll see us as their first choice.’ Building a successful business like Bunnings and maintaining a reputation for excellence has taken years of careful strategic planning. And just as Bunnings’ customers turn to the experts for advi

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