Find your stars

Lancashire County Cricket Club has played a blinder by having its star players call up customers and help them renew their memberships. It sounded novel but familiar at the same time – and it quickly became apparent that while it’s unusual for the sports world, it’s what the public sector does every day. Councils, police forces and fire and rescue services are fortunate in that their stars – the representatives of the organisation that the public identify most with – are usually their largest staff body, whose work naturally connects...