We write two blogs – the first on customer-centricity because that’s our passion and specialist discipline; the second on life and work in the 21st Century because we are deeply interested in how we can all make working work for everyone.

April 23, 2018

Nothing destroys a business’s credibility faster than not delivering on a promise made to a customer.   This can be at a brand level which is what we saw recently with Oxfam or at the proposition level.

If you offer same-day delivery but can’t realistically uphold that standard on a consistent basis, you're creating dissatisfied customers. Brands like Zappos r...

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