Richard Owen

Fred Reichheld's 2006 book The Ultimate Question, that question being, «How likely is it that you would recommend this company to a friend or colleague?»-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad p…

Innovation, often tempered by the language of inclusion, has become an indispensable element of contemporary development policy and practice in the so-called Global South. Driven by multinational companies, public–private partnerships and social ente…