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  • Leadership Insights

    How to treat patients like customers

    When customers to superstore chain Target were recently asked to rate their satisfaction with their in-store experience, the three highest-scoring sections of the chain were Target’s pharmacies, the medical clinics, and the in-store Starbucks outlets.

    Think about that for a second. Target’s medical clinics receive higher customer-service ratings than Starbucks, … Read more

  • Leadership Insights

    Leadership Lessons from the Market Basket Strike

    Until recently, no one living outside of New England had heard of Market Basket. But when the regional supermarket chain’s board fired its president, Arthur T. Demoulas, in June during a public feud among the members of the family-owned business, it set off a firestorm of protest—and boycotts—from the company’s … Read more

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