In 1909, Harry Gordon Selfridge, the founder of Selfridge's Department Store in London, coined the phrase “The customer is always right.” In healthcare, we typically say, “The patient/user comes first.”  Given that they always come first, why don’t we always do so?  As...

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Most people in the product development and marketing world aim to do the right thing by their customers. They want to create the best product for the right customer, then watch as the product adoption or share gains materialize.


If you ask any medical product executive about their organizational strategy you will hear the same thing.  “We provide value, offer solutions and deliver better care… all for the benefit of patients.”  While I believe these companies truly want to do the best for the...

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