By Doug Stephens Several months ago, JC Penney CEO Ron Johnson and his newly formed executive team made some significant changes to the pricing and promotional […]
By Doug Stephens Amid the sounds of tearing gift wrap and popping champagne corks, ailing giant Sears Holdings Corp. announced over the holidays its intent to close […]
By Doug Stephens Retail concepts in Manhattan don’t always make the best examples for emulation elsewhere but there may at least be some strong directional cues […]
In a previous post I talked about how companies are often blind-sided by what I call Napster moments. Napster moments are radical, game-changing innovations that can […]
By Doug Stephens If we’ve learned anything from the advent of online social networks, it’s that ordinary people can be quickly organized around a common idea, […]
By Doug Stephens Generosity: noun~ Willingness to give or share; unselfishness All successful relationships are underpinned by generosity. The willingness to give or share without expectation […]
By Doug Stephens The effects of bad customer service may take years to prove fatal but the eventual outcome is almost always corporate extinction. Despite this, […]