Robert Sutton

Customer Connections by the Facts Not by Total Nonsense

While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of business leadership. In their book entitled “Hard Facts, Dangerous Half-Truths and Total Nonsense,” Jeffrey Pfeffer and Robert Sutton note, “Business decisions, as many of our colleagues in business and your own…

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