I feel very fortunate to be in the position I’m in. Octopus is operating in industries that are both very scalable and where the customers are utterly fed up with what’s on offer from competitors. You have to be bold enough to try new things and to challenge what almost everyone accepts as conventional wisdom. In business, it’s not just what you do, but how you do it. We’ve worked very hard at Octopus to create a culture where everyone understands that the customer comes first. It’s clear in everything we do. In how we design our products and services, in how we answer the phones, in how we treat our people and, most importantly, in how we respond when things go wrong. Personality counts. What do I want more than anything? To earn the loyalty of our customers. I want each of them to think of Octopus as being irreplaceable, and to personally recommend us to their family and friends. To me, the way we achieve this is through our mindset and culture. When I’m 60 I want to look back and know I’ve been part of building a group of companies that are making a difference and that people are really proud of.