In the 1980s, a new customer satisfaction model, known as the Kano model, grabbed the attention of many marketing practitioners and researchers from a wide range of industries. Named after its creator, Noriaki Kano, a Japanese academic and consultant, the model challenged traditional customer satisfaction models that stated that more is better (i.e. the more you perform on each product/service attribute, the more satisfied customers will be).

We are now well in to 2012, and given a turbulent 2011, many are wondering what might be ahead of them.

On 1 July the new UK Bribery Act came into force, and with it a number of much-discussed uncertainties. Some legal experts have nicknamed the act the "FCPA on steroids".