“When a woman says she doesn’t want flowers, you buy them for her anyway.” That’s what Brent Hardison tells me. And he’s right. He always takes his Momma flowers, even when she says she doesn’t want them. That’s just one…
It seems no matter how hard I try to avoid it, I often end up like a crack addict, pacing at 5am until the right connection can feed my addiction. No phone call will bring me what I want. And…
A couple of years ago, someone said to me, “It must be great to travel so much for business.” “I hate the travelling,” I replied. “But I like the being there.” Perhaps that’s because I’m always flying economy class. I’m…
“You’re wasting your time. There’s no money in customer reviews.” The year was 2000. I’d just left Leeds university. I was 22 years old. I wanted to start a business that would capture what customers had to say about a…
The John Lewis Partnership is a British retail institution. Founded in 1929 as a company owned by its employees, known as ‘partners’, today the chain of department stores shows us how to survive at a time when other retailers like…
Last night’s episode of BBC TV show `Alex Polizzi: The Fixer’ was a cracking example of what happens in a business that hasn’t scripted or choreographed the customer’s experience. The show followed Alex Polizzi’s efforts to turn around Guide Bridge…
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