All businesses rely on customers. So, why do some businesses bend over backwards to keep customers happy, and why do some of them appear not to care? What is the impact of poor customer service on a business and how much does it cost them to invest in improving their infrastructure? Evan Davis discusses dos and don'ts of customer service with an airline, an energy company and a retailer, all of which have tried to completely overhaul their image. Has it worked?

Guests: Kenny Jacobs, Chief Marketing Officer at Ryanair; Neil Clitheroe CEO retail and generation at Scottish Power and Gary Booker, Chief Marketing Officer at Dixons Carphone

Producer: Sally Abrahams
Researcher: Sofia Patel.