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Service Fanatics

Service Fanatics

Although Cleveland Clinic was recognized as having among the best clinical outcomes in North America, the same was not true regarding patient experience. Under the direction of Dr. James Merlino, Chief Experience Officer of the Clinic, the organization began a … Continue reading


Becoming Your Best

Becoming Your Best

Running a business or department in today’s high-pressure business landscape gets more and more difficult every year. Given the level of competition, as well as market ups and downs, it seems that you either sacrifice your personal life for your … Continue reading


The Digital Economy

The Digital Economy

When Don Tapscott wrote The Digital Economy in 1994-95, The Digital Age was in its infancy.  The pioneering Netscape Web browser 1.0 was in beta, websites didn’t do transactions, we all used dial-up modems, and smartphones didn’t exist. Google, YouTube, … Continue reading


Think Big, Start Small, Move Fast

Think Big, Start Small, Move Fast

A lot of businesspeople talk about innovation, but few companies have achieved the level of truly transformative innovation as brilliantly–or as famously–as the legendary Mayo Clinic. Introducing Think Big, Start Small, Move Fast, the first innovation guide based on the … Continue reading


The Samsung Way

The Samsung Way

Anyone watching this year’s Academy Awards saw that the real star of the evening was Samsung. From the “selfie that broke Twitter” (snapped on a Galaxy Note 3) to a $20M ad campaign, the electronics giant flaunted to the world … Continue reading