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On the 11th Feb 1975, Margaret Thatcher became Great Britain’s first and only female leader and was the longest continuously serving PM in the 20th century- 1979-1990. What can Thatcher teach us about the use of power and popularity in leadership. Read More

Eyes alert, smile ready, the advisor awaits the arrival of their latest customer, a customer that they will be expected to serve. And do they feel ready? Do they possess a quiet confidence that comes in knowing that they truly understand their customer’s requirements, do they, in all honesty, appre Read More

Customer experience is replacing quality at the forefront of the brand agenda. It is one of the most complicated constructs to both understand and manage as it concerns the feelings and impressions a customer forms as a results of all its interactions with the brand, be they with people, services o Read More