A grey post-Christmas day in my local town returning unwanted presents amidst other equally fed-up looking shoppers - my usual pick-me in these situations is a tall skinny latte to go ( always with a straw ) from Costa or Starbucks or Nero or Pret.

I happened on the new Costa in the Parkway - was immediately faced with quite a queue and felt even more deflated.Never one to let a queue come between me and a latte I took up my place and was immediately drawn to the cheery Matthew behind the cou...

Excellent customer service provides differentiation and competitive advantage. The accessibility of cheap travel and pressures on disposable income is causing customers to be ever more discerning. In a climate of plentiful vouchers an even greater risk is the newly laid price value expectations of the consumer and the question - can you get out of vouchering with brand value and prices intact.

World class customer service is not the sole domain of 5* Hotels and Michelin Starred Restaurants ...