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Keeping Customers Continuously Infatuated

Harvard Business Review

A few years back, my three-year-old son Max had an unyielding passion for Thomas the Tank Engine trains. But for Max, what was equally natural was to expect his train portfolio to continue to expand indefinitely, or at least until the enchantment ended. Piece by piece, he accumulated a rather impressive collection.

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Improve Decision-Making With Help From the Crowd

Harvard Business Review

IBM saw these online social systems for investing in new ventures and decided they would like to develop a similar system internally for selecting innovative projects. This expansion shows how social networking systems have begun to cross over from the consumer world to corporations to drive innovation.

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How We Revolutionized Our Emergency Department

Harvard Business Review

And to achieve our aim of “VIP care for every patient, every time,” we not only had to re-engineer our processes; we had to fundamentally change our culture. We enlisted experts in operational effectiveness and service excellence, and both leaders and front line staff were trained on the principles of lean manufacturing.