Customer Service (217)
Harvard Business School professor Clayton Christensen came to prominence about 15 years ago with the publishing of his first book, The Innovator’s Dilemma, in which he explained how companies that were so focused on improving their existing technology could be broadsided by a new class of disruptive products. His examples included sailing boats, Detroit’s gas-guzzlers, and floppy disk makers.
This just in from the Urban Land Institute: 18- to 35-year-olds have not, in fact, forsaken shopping in stores for buying on the Internet... “as long as retailers keep their offerings ‘fresh’ and interesting.”
One of the questions I hear most often from retailers is, “What have you learned as a result of seeing so many stores and talking to so many store owners?” For me, the biggest lesson is that no matter how successful the store, there is almost always a blind spot – that is, an area of potential growth or improvement that the owner is just not seeing.