41. â the more you engage with customers the clearer things become and the easier it is to determine what you should be doingâ John Russell, President, Harley-Davidson Europe
48. â in every single industry there is now overcapacity of production and lack of capacity in terms of peopleâ sir martin sorrell, chief executive WPP
74. high expectations low expectations a âpoorâ experience a âgreatâ experience â disaffectedâ
75. â executives say that the way their organisations interact with customers will be the greatest challenge in their operations between now and 2010â Economist Intelligence Unit â Business 2010