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Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.

It's really important we stay in touch with our customers and try to, over time, have more packages and flexibility than perhaps we have historically offered. And that's part of that tension that is healthy that is going on in the marketplace.

Customers have access to information that gives them much more control over their lives.

As our products have improved, and you add value at the high end, customers move to the high end.

Business is all about the customer: what the customer wants and what they get. Generally, every customer wants a product or service that solves their problem, worth their money, and is delivered with amazing customer service.

As retail goes through a fundamental shift into the digital world, I believe Ocado's model and the high standards of customer service it provides will see it emerge as a powerful online player.

The idea of service leads to community.

Service is the key to everything in life.

It ought to be self-evident common sense that service is important to sales. But it's not.

We are moving into a world where companies will be able to offer us products and services based on our last two hours of activity. This is both exciting and frightening at the same time.