Companies that want higher levels of customer confidence should focus more on removing surprises. Confidence isn’t created by explanations. It’s created by consistency and clear expectations.

Healthcare is the only industry in which consumers are completely unaware about the price of a service they are purchasing until after the fact, when the medical bills arrive. Patients, however, want ...

Humility isn’t just a personality trait — it’s a system. The strongest cultures are built by leaders who design transparency into how decisions get made. Cultures built on a leader’s personality are ...