Inspired by the ancient Celtic greeting (Ceud Mìle Fàilte) that is recognised the world over, our philosophy is based on 4 simple concepts:

1. The Customer Journey/Moments of Truth: see your business as the customer sees it .
2. The Service Profit Chain: why and how to make your people your best asset/investment .
3. WOW! Satisfied Customers are not loyal customers – we have to create 'raving fans’!
4. Action: the programmes are of no value if minds aren’t changed and actions aren’t taken as a result – to make a positive difference for you and your business.

Tourism Development Programme: 100k Welcomes is a nationally recognised and supported programme, which features in the Scottish national tourism strategy 2006 - 2015.