We all know what good customer service is and the dramatic effect that it has on one's perception of a company. I know from experience that it's very difficult to take a step back and look at one's own organisation and ask - 'Do we deliver a great customer service and do we do enough to engage our customers in the social environment that they operate in?'

Having had more than 25 years consulting experience, and 20 years as an internet marketing consultant, I will help you answer those questions and show you how to improve your company's performance.

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I want you to think about your business in a different way: from the customer's point of view. Firstly, if someone is looking for your product or service, how will they find you? Traditionally, the Yellow Pages and advertising were the answer.

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1. Keyword analysis - What do customers type into search engines to find your product or service? How competitive are your keywords? Site optimisation Is your site sticky? Do you have a call to action? Keyword density- ensure that you mention your keywords in the body of your page Metatags - remember to put your.

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Having always had a deep seated desire to travel into space, I have avidly followed the progress of the X-prize. It was a $10 million prize that went to the first group to reach 100km into space in a reusable space vehicle twice in two weeks. The X-prize has been an inspiring competition and has sparked a flood of innovation.

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