Britain used to be, shall we say, not great at customer service. But then everyone started to catch on that keeping a customer was less expensive (5 – 7 times) than finding a new customer. Good service also of course benefits reputation and public image.
So why would any company build into its systems anti-customer procedures? [...]

The Tories have vowed to get rid of Business Link, the government-funded business advice service in England, but what if anything will replace it?
Business Link has had over the years a mixed reputation. Your view of the whole organisation usually depended on which adviser you were allocated.
I certainly remember my original encounter with them. I [...]