Build an attitude of responsiveness and nimbility into your organization's business culture and you and your staff members will excel for customers. (Photo: iStock)

Over 10 years ago in this column, we discussed “nimbility.” What’s nimbility? “If people in your organization understand [customer needs] and you are ready to respond, your organization has nimbility. If not, you have the opposite trait, which we can call ‘numbility.’”

Related: Choice and transparency: The new face of health care insurance

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