In this short video I’m going to use a prop – a piece of 2×4 oak in fact – to illustrate the importance of customer service. [00:00:16] So, what’s this piece of timber got to do with a customer service experience? Well, last weekend, I had to nip to the timber merchants to buy some…

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There’s a headline news story today that incenses me.  It’s a complete public relations fiasco for Maclaren, and will unfold over the next few days.  It will cost them millions in lost sales in the UK alone. Here’s the background.  In the USA, there have been around a dozen or so small children injured when…

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Even the best idea without enough follow-through will end in failure, but a poor idea with total commitment to follow-through will get good, or even great, results.  Hence business success is so often 1% inspiration, 99% perspiration. This came back to my mind this evening while I watched "All Over The Shop", the BBC2 programme…

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