IMAGINE RUNNING AN organisation where, no matter how bad your product, no matter how many times you let your customers down, those customers keep coming back for more.
I am not talking about the misery of flying with Ryanair, or chasing lost post from Royal Mail, or the many disasters delivered by the Great British public sector. I am talking about something much more important: FOOTBALL CLUBS.
For football clubs are very odd businesses indeed. They do not operate a monopoly, but we would never switch our allegiance. Neither do they lack
