Customer Service Hall of Shame – 07/18/14
Quotes Professor Tim Calkins, who said that companies without competitors, like telecom companies, have little incentive to provide great customer service since customers can’t take their business elsewhere.
Managed Healthcare Executive
ICD-10: What now? – 07/15/14
Article reports on the healthcare industry’s stalled transition to ICD-10. Quotes Professor Joel Shalowitz, who said that the U.S. Department of Health and Human Services insisted Oct. 1 would be the absolute latest date for implementation, then delayed it a full year.
Interview with Professor Joel Shalowitz about the reasons for losses at CountyCare, a new Medicaid program for uninsured adults in Cook County.
Blue Sky Innovation
The Spark: Your daily innovation tip – 07/11/14
Video of Lecturer Andrew Razeghi, who said, “Rather than trying to come up with a novel idea or something you think may be unique, focus on a real problem you see before you.”
Pardon the Interruption – 07/08/14
Eight minutes into their show, Tony Kornheiser and Michael Wilbon discuss Professor Brayden King’s research that found that umpires make 17 percent more errors in favor of All-Star pitchers than pitchers who have never been selected for an All-Star Game.