Hands up all those that had response plan ready for business disruption in the event of a pandemic… I can tell you that I did not! Pandemics aren’t new to us, though. In fact, this is our fifth since the turn of the century. So, COVID-19, the...

The word ‘innovate’ is peppered in articles, often to draw your attention to something fresh, aspirational, and engaging. But in context of your business, how often is someone else’s brainchild - and the associated benefits - either seemingly out of reach or not matched to what...

It wasn’t until the end of the 1990’s that customers were seen as passive buyers of products and services.   Today, however, customers are described as a range of stakeholders including staff, volunteers, communities, and suppliers – each with their own perceptions of quality when it comes...