The Journey Is the Destination
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At every customer-facing opportunity, it helps to put yourself in the other guy’s shoes.
Appealing to the New Healthcare Consumer
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Many healthcare leaders see consumer-centricity as an above-average organizational priority
The 10 Commandments of Customer Experience
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How many of these CX commandments have you fallen short on?
In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year.
Inside Quality Digest Live for April 28, 2017
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Sometimes you gotta take one for the team
In last week’s Quality Digest Live: design digital assistance instead of digital assistants, how to make better beer, and closed-loop manufacturing.
The Otherness of Others
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The unconsciousness in you—the ego
PRISM Identifies Vaccine Safety Issues
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PRISM is a computer-based vaccine safety monitoring system that sifts out critical information
How’s Your Service Scenography?
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Gas Station Charlie retrieves money at the pump
How Economics 101 Could Have Prevented United’s PR Nightmare
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United's gaffe didn't have to happen
Lessons From Mismanaged Crises at Yahoo, Cuisinart, and Wells Fargo
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Cuisinart launched a product safety recall in December 2016 of about 8 million food processors
The mismanagement of bet-the-company business crises has become pandemic. Consider just the most recent examples.
FDA: Helping Small Businesses Get Big Results
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Small companies have a significant impact on U.S. made pharmaceuticals
It is well known that small business is vital to the success of the U.S. economy. Less known, though, is how instrumental it has been to the growth and innovation in drug development.