Getting to Excellent

I’ve always wanted to be the sort of person who could honestly say things like “a place for everything – and everything in its place!” It i...

Thinking about being customer focused has made me a lot more aware of how some companies behave and a few recent examples seem noteworthy. J...

We all like to think that our businesses are customer-centric, just as we are all convinced we are good drivers. Yet the numbers of dissatis...

Are we heading for a social media implosion? Will businesses begin to question whether the social media emperor has indeed got any clothes o...

Do you store customer data in a computer system? Do you store information about purchases? Gathering and storing customer information in a d...

Deciding what we want is difficult, for the simple reason that there are so many things to want. And if we want too many different things, w...

To thine own self be true Shakespeare’s words ring as true today as the day he wrote them. If we are not true to ourselves, we will forever ...