HITTING THE GREAT WALL.
Service lessons from a crisis. Rarely are so many profound lessons captured in one incident to risk being accused of displaying little more than consumer ranting in an otherwise sober column. But being market and customer driven has been one of my passions for a number of years. Indeed to the point of questioning the conventional understanding of what a market driven economy really means – service or self-gain. When things happen in my life that draw attention to these teachi