The conversation left me speechless. A group of friends gathered around the kitchen table for our bimonthly book club night - a chance to catch up on each other's lives as much as debate a good read. One was talking about her time spent on the board of a major business in the City and, for obvious reasons, I was intrigued to know how those at the top got inside the heads of their customers. So I asked: "How often do consumers get talked about in your boardroom meetings?" "Never." "What, not once in the last year?" "No, never. In...
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