Organisation (3.3.1) or person that receives a product (3.4.2). [ISO 9000:2005].

Customer Satisfaction

Customer’s perception of the degree to which the customer’s requirements (3.1.2) have been fulfilled. [ISO 9000:2005].

Entrepreneur and Entrepreneurship

There is an unfortunate number of definitions; some of the better ones are: An Entrepreneur is “[a] person who sets up a business or businesses, taking on financial risks in the hope of profit.”, 2018. An Entrepreneur is...


“An event or occurrence which leaves an impression on someone.” Customers inevitably have experiences at every touch point. Since experiences are inevitable, we should plan them to be positive and not leave them to chance.

Heart, Mind, and Spirit

Heart – The emotions people feel about what happens to them, those they care for, and the world around them. Mind – A person’s capacity for self- and world-awareness, evaluation, reasoning, and rational thought. Spirit – Concern for the welfare and...