~Your customer doesn’t care how much you know until they know how much you care – Damon Richards, Customer Care Expert. In a customer-centric world, it’s hardly surprising that everything starts and ends with the customer: from your product or service idea to the markets you serve, down to the marketing channels you use, and, […]


The recent incident at Starbucks, which involved two African American customers, has created quite a storm. This article doesn’t focus on the controversy around whether it was racial bias or unconscious bias. But from a business perspective, we try and understand actions which an organization must take to avoid such situations and manage their risks. […]