Our latest news & views

controversy

Breaking the rules

When a senior executive is urging customers to demand their money back from his organisation it would generally be assumed that something has gone badly wrong.

wikipedia

In praise of… Wikipedia

One the great creations of the internet era has to be Wikipedia. Unsurprising then that it’s the sixth most visited site globally after Google, YouTube, Facebook, Baidu and Yahoo.

budget 2017

Budget 2017

Correctly predicting what’s going to be in the Budget is akin to completing the football pools or picking the lottery numbers, given the variables and levers that a Chancellor has to pull at any one time.

reputation

What a difference two decades makes

Rewind the clock back to the summer of 1997 and Her Majesty the Queen was in the midst of one of the biggest PR disasters in living memory following the tragic death of Diana, Princess of Wales.

responsibility

Satellite saga shows the value of taking responsibility

I am fuming. I just came off the phone to a prominent provider of satellite television, not the first time in recent weeks. In fact, the as yet-unresolved saga has thus far involved 3 scheduled engineer visits involving missing parts or missing engineers; 4 promised phone calls that never arrived; 3 unanswered and unreturned phone calls to an engineer; 9 completed phone calls speaking to a total of 11 people and lasting a cumulative 337 minutes; and countless broken promises over the course of 3 months.