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- The Ashtray Story – it is not about the product3rd September 2018 - 6:10 pm
A few years ago, Thomas O. Jones, a lecturer and author at Harvard Business School collected his BMW after its regular service. Driving the car home he was delighted by the car’s purring engine as he speeded along. The car had been cleaned inside and out and celebrating it, he lit a cigarette.
- Improving Your Business? Let The Customer Decide17th August 2018 - 5:55 pm
A few years ago, a motor insurer invested heavily in making improvements for its customers by reducing the time it took to send customers their insurance cover notes. Executives were highly pleased when the time was reduced from 15 to fewer than 7 days.