A friend of mine relayed a recent experience with Ikea and the first thought that popped into my head was – ugh, a customer experience dead end!
He’d purchased some furniture like chairs, tables, bed, mattress etc. The majority of the furniture shipped on time, arrived early, and was easily assembled as advertised. [...]
Watching JCPenney’s fall from grace has been like watching a car wreck. Like others, this wreck could have been avoided with more focus and less hubris.
Here are some nuggets of wisdom a (highly compensated) CEO is learning the hard way as expressed in their earnings call:
“…we learned [...]
An interesting HBR Blog article by Andris A. Zoltners, PK Sinha, and Sally E. Lorimer asserts companies are addicted to harmful sales incentive cultures. Incentives aren’t the problem. The problem is determining whether or not the incentives drive behavior that is “healthy” for the company.
“Eat what you kill” models align with [...]