I was speaking to a group of senior business leaders last week on the subject of learning as a source of competitive advantage (not my usual topic but I am very, very passionate about learning!).

I made the bold statement "it is now virtually impossible to predict the future by studying the past" and encouraged them to learn on the move in their businesses.

The world is changing so fast that when you wake up in the morning it has changed from the night before!

As I am hard at work writing the third title in the Bare Knuckle seriesof books -  "Bare Knuckle Customer Service" - the whole area of customer service is very much front of mind.

I was talking to a client recently and they had recently experienced a complete and total systems crash.  And I do mean complete and total! Their entire customer order system failed. They lost all the existing order information and could not accept any new orders.

Bare Knuckle Selling: Knockout Sales Tactics They Won't Teach You at Business School author: Simon Hazeldine asin: 1905430051