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The Doctor is Out
Dispatches From the Front
|
March 1, 2004
Too many doctors come up short on the "caring" part of healthcare.
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Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.
It's not just the product. It's the overall customer experience.
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Limits Can Be Liberating
Do You Want Me to Recreate the World or Just My Corner of It?
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A Cure for "Initiative Burnout"
However well intended, program-of-the-month incentives can have a debilitating effect on employees.
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Are You a Customer Narcissist?
Many attempts to get closer to the customer involve asking the customer to talk to you about you.
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