Customer Care

Teams building software as a medical device (SaMD) tend to think of ISO 14971 as the hardware team’s problem. Risk management files, FMEA tables, severity scores: all quality and regulatory territory, while the engineers close Jira tickets. That split is where things go wrong.

ISO…

A food company spends months and significant budget on consumer research before launching a new product. The survey scores are strong, so the store managers stock it. Six months later, the product is quietly pulled from the shelves. The consumers who said they would buy it didn’t.

Three years ago, I’d never heard the term biomedical equipment technician (BMET). I didn’t know the field of healthcare technology management (HTM) existed. Today, I’m a BMET II responsible for making sure critical medical equipment is available and safe for patient care. It’s incredible to look…

Southern politicians often have a homespun way of making a point. A few years ago, a candidate for a small-town sheriff’s election was overheard saying, “Criticize my drawl, you make me laugh. Criticize my views, you make me listen. But criticize my mama and you’re asking for a fight.”

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Markets run on trust. Trust runs on standards. And standards only work when the people shaping them reflect the people they are meant to protect.

That’s why International Women’s Day and World Consumer Rights Day aren’t just two dates on the calendar—they are part of the same…

Delight your customer! Exceed your customers’ expectations! Provide value-added service! These have been mantras of customer service gurus for a long time. Such a focus on “giving more” has improved customer service quality in many organizations. It has also increased customer standards for what…