We talk a lot about transforming and evolving companies and organisations. Part of that is ensuring that the customer has a good experience when interacting with the business. I recently bought some lighting equipment from a retailer and will use that experience in my work to illustrate good practice. I wasn’t put under any pressure, in fact the retailer was very helpful and advised me without expecting me to buy anything. Once I had decided to purchase, I was given more advice as to how to install and maintain the equipment. From my point of view that was an example of good service from a retailer, the principles of which can be transferred to a manufacturing or service company. Some elements of transformation, evolution and growth are major and some are just about giving a good experience to a potential or existing customer.