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What’s most important – Satisfaction or Loyalty? In healthcare, it’s not necessarily an either/or proposition. To get to loyalty, you typically need satisfaction. Building satisfaction is facilitated by multiple visits reinforcing positive experiences. But whereas data has been vital for decades in treating patients and measuring patient satisfaction, data is much more recently being tapped […]

Who would want the Federal Government telling them what to do? Well…for a price…a lot of businesses. Many observers wonder why the insurance industry is behind the Federal Government mandating insurance coverage for all. The quick answer is this – if your product was mandated, how much would you fight Government involvement? If you’re Dunkin’ […]

Now that title could mean anything. By “King,” do we mean Elvis? How about LeBron James? Er…no. Do we mean an actual King?! Close…he’s a Sir, not a King. In the article King calls for bank culture change, Bank of England governor Sir Mervyn King stated that Britain’s banks “need a real change in culture.” […]