After writing the title of this piece I thought what more can I say? That’s it isn’t it? Provide a better service than your competitors and you will win business. But maybe it’s worth thinking about this a bit deeper. No one actually sets out to deliberately provide a bad service and does it really [...]

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 [...]