Thank You, Karl Available to Purchase

Hard statistics tell us that for ever customer who complains, 10 silently go away angry. Karl is a Business Strategy subscriber who refused to go quietly. He called us up and told us that he hated the four‐column format in the front and the back of the magazine. It might have good information in it, he said, but he couldn't read it. It was just too much trouble to extract the important details from that narrow text measure.