A Professional Perspective on Customer Service, Complaint Management and Organisational Accountability I have observed something concerning in the way some...

The real test is availability where customers need it A product may have reached a distribution point, yet the customer...

Sri Lanka has extraordinary tourism assets. But are we doing enough to transform them into internationally recognised experiences that attract...

The next chapter of Sri Lankan tourism Tourism is not simply about bringing visitors into a country. It is about...

The opportunity is bigger than gaming When we discuss Colombo’s emerging integrated resort industry, the conversation often centres on casinos,...

Can Sri Lanka turn silence, birdsong and the natural rhythm of the forest into a new premium tourism economy? For...

Why complaint management is becoming a leadership issue—not simply a customer-service issue A customer complaint is rarely only about the...

The hidden questions behind banking call centres, outsourcing, customer privacy and service quality When I call my bank, who am...

A Global Tourism & Hospitality Strategist’s perspective on payment terms, cash flow and fairness in the B2B tourism value chain...