To err is human—but surgeons won't accept that excuse. They're expected to perform perfectly 100 percent of the time. So surgeons demand their service providers have at least 99.9 percent success rates, says Peter Gailey, president of Farmington, Conn.-based BroadcastMed. That's why, five or six years ago, he hired Tempe, Ariz.-based Limelight Networks to ensure his company's flagship product—live streaming video of surgical procedures on orlive.com—would flow flawlessly.
For the 300 customers of Phoenix A.M.D. International Inc. who've joined the company's members-only video training site, something may seem very familiar about what they're viewing. Then they figure it out; it's the man talking on the "Phoenix Tube" video. He's someone they regularly see in their furniture showrooms, talking to them about how to sell extended warranties insured by Phoenix.