. . . say ‘thank you’. It happens all the time. We’re busy. Our colleagues are busy. Our customers are busy. There’s a deadline to be met. We work beyond our contracted hours. We do it for our colleagues, for our customers, for the business or organisation, for the community. We lose all track of [...]

In many ways social media seems to be opening up a new world for us, so is there a place in it for courtesy? Do old standards of courtesy apply or do we need to modify our behaviour to suit 24-hour connected people? We think courtesy is still relevant but that there could be differing [...]

In this age of internet shopping, telephone call centres and automated customer service, what never ceases to amaze me is how few businesses are able to handle simple transactions like a change of address.

So many young people are disillusioned with the concept of ‘work’ and ‘careers’. And, when you think about it, it’s no surprise. Clear career paths no longer exist; few jobs offer any personal satisfaction; few employers take an interest in their staff; the pressure and boredom just aren’t worth it. Many of those who do [...]

With such great strides achieved in the development of efficient business processes and the automation of supply chain management over the past 20 years, the level of complaints made to any business should have fallen significantly. Customer relationship management (CRM) technologies should also have resulted in companies delivering tailored products and services to consumers, so [...]