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.

Traditionally, what happened inside a privately owned company was accessible only to the owners and C-suite executives. Employees were kept in the dark — ostensibly to avoid internal conflict over ...

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 ...

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 ...