CASE STUDY. In early January 2013, Adrian Miller, principal of the Laudare School, situated close to the inner-city in the lower-income suburb of Belmont in Johannesburg, was reading through the results of a recent customer satisfaction survey.

CASE STUDY. When Marisa Torrani took a brief moment to relax in one of the elegant armchairs in her book emporium, Skoobs Theatre of Books, she drank in the scene with satisfaction.

CASE STUDY. It was a Saturday morning in April 2009 at Tashas at Atholl Square: the first Tashas that Natasha Sideris had opened, and her flagship store.

CASE STUDY. Mike Russell, principal of the highly academic Redhill High School in the north of Johannesburg, had had a demanding start to his day.