I am business advisor and author specialising in systems for world class customer experience, and using this to drive customer loyalty, sales, cross sales, referrals and reputation. I have written 3 books: 'Great or Poor' , 'Sales Through Service' and 'Go the Extra Inch', which all work in all types of organisations. Married to Alison, with 3 sons. Live in thatched mediaeval cottage in Devon Village.