Great customer service—Achieving it needs to be an organizational approach in which the whole strategy and culture are focused on including “service” in every part of daily operations, services, and consumer interactions. As organizations move to a more competitive health and human service environment, service matters—just as it already does in nearly every other industry. Reaching more consumers, obtaining more referrals and contracts, and achieving better outcomes will all depend on mastering this organizational skill. For more this month on making this approach part of your organization’s strategy, we reached out to Mark Cotterman, Senior Vice President . . .