The Invisible Customer: Strategies for Successful Customer Service Down the Wire

Brian Clegg is a journalist and creativity consultant. He is a well known writer both in traditional media and on the World Wide Web. He worked at British Airways for 17 years. In 1984 became one of the airline's first PC programmers. While at BA he developed a considerable interest in business creativity. Brian left the airline to established himself as a freelance writer and set up Creativity Unleashed Limited (www.cul.co.uk), a company specialising in consultancy on business creativity and computer usability. He is a regular contributor to PC Week, Personal Computer World, Computer Weekly and the internet-based magazine, V3. and consultant. He can be contacted on email at brian@cul.co.uk Recent books have included Instant Time Management (Kogan Page) and an exploration of mankind's enduring fascination with light: Light Years.