Geoffrey Thompson, pioneer of family entertainment through his long-term involvement at Blackpool Pleasure Beach has been quoted as saying "nearly all businesses survive or fail because of people" - not interest rates, or falling or rising costs, or brands, or strategies but people, because it is our people who shape our responses to such challenges

Customers are the income stream that drives all of our businesses - if we are fulfilling their needs their success can also be ours. In the same way if we ignore or attach little importance to their requirements - watch them consign us to the long list of promises they have heard before. And you may be the last to know.