The Library.

When did you last recommend something to somebody? It probably was quite recent. If you have enjoyed a meal at a good restaurant, watched ..

We like to think that over the years our world has improved. We live longer due to improved food, sanitation and pharmaceuticals.

Only a few weeks ago we spoke to a neighbour who had just bought some buildings and contents insurance for their house.

Pete Dyson and Rory Sutherland have recently written an interesting book which covers some high-level questions about customer service.

The other day we had a problem with one of our domestic suppliers. We thought it would be helpful to speak to someone.

In May of this year a good friend of ours ordered curtains for their bedroom from John Lewis. John Lewis was her first choice of supplier .

The other day we took a call from someone who was terribly angry. They were angry at the world.

Wee wows are small acts of kindness that can mean a lot. They can be very successful in binding suppliers to customers. But be careful.