The air stewardess in the business class cabin was busy, but not overrun. She spent the majority of her time with one executive passenger in her section throughout the flight. A friend who was returning from an overseas holiday asked for a cup of tea. Ninety disappointing minutes and four more requests later it eventually…

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“What’s that new cafe like?” asked a business colleague from out of town. His question got me thinking about how much a negative response from a single customer could cost a business. What’s the lasting impact of a one bad experience? We can invest time and energy and money into the things we believe will…

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As boarding time came and went, it was clear that the flight wasn’t about to depart on time. The huge crowd of expectant passengers at the gate began to get restless. By the time the first announcement was made things were getting heated and when the call to collect refreshment vouchers went out resigned passengers…

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I went to see Bill Nighy and Carey Mulligan perform on Broadway last week. What was interesting to observe was how little most people in the audience were enjoying the act of ‘going to see Bill Nighy and Carey Mulligan perform on Broadway’. There were complaints about the fact that they doors didn’t open early…

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Have you ever filled in one of those, ‘we value your feedback’ customer satisfaction surveys at the end of a meal or a service call? Perhaps you have used them to ask customers to rate your service? The theory being that satisfied customers are the end game. Deliver on expectations and people will surely come…

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The app developer will spend hundreds of man hours writing lines of perfect code in the hope of making his final product the best in the world. The cafe owner could pull thousands of shots in order to create the perfect cup every time. The entrepreneur might invest months agonising over design decisions to launch…

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