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I’m obsessive about reading reviews before buying any new product or service or booking any hotel or restaurant. It’s been said that I spend more time researching a holid....

In the days before Trainers’ Library, I facilitated a lot of training around creative thinking, helping organisations equip their people with the skills to generate and d....

Ok, most of us probably don’t listen to LPs anymore, but I realised the other day that I probably have over 1,500 songs on my Spotify playlist that I can sing along to. I....

Things can happen, even in the very best organisations, that impact customer service. 

For example, as

Rod Webb

“You know he’s one of those…” She looks around, before she leans close to her friend, heaves her bosom and, her tongue thick with discomfort, whispers with exaggerated mo....