Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

The brand is only as good as your products, so.. if people have a good experience on Virgin Atlantic or if they have a good experience on Virgin trains or.. if they have a Virgin mobile phone and they can get straight through to our people and they're well looked after and then they'll try the next product that we launch.

All in all, the internet is a force for good, providing young entrepreneurs with access to an incredible wealth of information, has changed the way we see the world and is also a great source of innovation and entrepreneurial opportunities.

One thing is certain in business, you and everyone around you will make mistakes.

Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.

I wanted to be an editor or a journalist, I wasn't really interested in being an entrepreneur, but I soon found I had to become an entrepreneur in order to keep my magazine going.

Our generation has inherited an incredibly beautiful world from our parents and they from their parents. It is in our hands whether our children and their children inherit the same world. We must not be the generation responsible for irreversibly damaging the environment.