Today, I want to do something a little bit different and begin my presentation with some feedback., Let me close by asking an unusual question. What was the main topic today?, The problem is not the customer. The problem is us., The issue is not about trying harder but more about thinking differently., If we don’t act quickly, we won’t have any customers., We really have to transition the culture more to our customers’ needs., believe we share a common ambition., We all want to build an amazing culture., What’s the most common customer complaint in business today?, Before I show you, what do you think it will be?, Can you discuss these two questions with your neighbour for three minutes?, Have a quick chat to the person next to you. I give you thirty seconds., There’s little doubt in my mind that we will succeed., I’m convinced that you can succeed in delivering store success., Have a look at these statistics published last month in a leading magazine., Let me read out this customer feedback for you; it’s great., So how do we find out what they need?, So how will we build a new culture?, In fact, that’s totally wrong. It’s an incredible achievement., It’s really amazing feedback.

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