How good are you?

Doctors tend to wash their hands just over 60 per cent of the times that they should. Do you wonder why that is? Alice Stewart, who discovered the link between childhood cancers and pre-natal x-pays, had to wait 25 years before UK hospitals prohibited x-rays for pregnant women. Can you think why that might be so? Customer service is the single most effective differentiator in crowded, commoditised markets, but while 80 per cent of businesses think they provide great customer service, only eight

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