What’s the difference between a customer experience life-cycle map and a customer journey map?

Chesley Burnett Sullenberger was born Jan. 23, 1951, in Dennison, Texas, to a dentist father and a schoolteacher mother. An exceptional student with a brilliant mind, he joined Mensa at the age of 12.

As a physician, I enjoy listening to nonphysicians tell me how to motivate doctors. I don’t mean this in a totally snarky way (well, maybe just a little). These conversations often highlight the chasm that exists between physicians and administration.

I am of course talking about feedback; you needn’t admit that you were thinking a different word.

My last article demonstrated a common incorrect technique—based in “traditional” statistics—for comparing performances based on percentage rates. This a