My passion has for some time been the Customer Experience, stemming from the Harvard Business Review article, ‘Welcome to the Experience Economy’ (Jul-Aug, 1998), and fuelled further by sources such as Robert Jones’ ‘The Big Idea’, Paddy Lund’s ‘Building the Happiness Centred Business’ and Colin Shaw (founder of http://www.BeyondPhilosophy.com and noted author of three books on the Customer Experience and how emotional engagement can drive significant financial value for businesses).

I draw on examples of excellence such as Orange (as was), Prestonfield House Hotel (a labour of love by James Thomson, one of Scotland’s outstanding ambassadors for excellence, his restaurants and hotel attract world celebrities and clientele from far and wide, with everyone being equally welcome), Seattle’s Pike Place Fish Market (it’s not about the fish!) and Singapore Airlines (beyond wow...).

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• June 2007

You can see all the articles we have available in our extensive library, which you will find in the archives