Let’s Focus on E-Commerce, no wait maybe we should focus on the Brick and Mortar because Amazon just bought some....Oh Yeah but what about “It’s all about the Member” or ”The Customer is Always Right”….I’m so confused right now (NOT) or heaven forbid remembering “Our People Make the Difference” …Too many at the top are feeling “I” make the difference not “We” make the difference…Wonder how many of them ever faced a real customer in a real retail situation…probably very few…..it’s hard to learn customer service from a book, consultant or your MBA class…..How many times does the pendulum have to swing until people remember that the devil is in the details…..you can’t always throw money at a problem or displace enough people to fix the issue….Most often in order to have effective change, it has to occur at the top.
4 replies (most recent on top)
I remember when IT was converting South America, Brazil and Chile 2009-2011 and that was top priority with online sales, all the logitics replenishment projects were on the slow track, then Target passed Walmart in Logistics and boy did the crap hit the fan!! All priorities were thrown out the window. There were emergency meetings, and we had dust off all the old projects. They overreact weekly and they are super paranoid. Anybody hear what happenned at Walmart with Amazon’s new pilot grocery store with no check outs? The head explosions of the execs could be heard 2 states over. Hahahaha. This is indeed the slow death spiral. What happened to forward thinking and innovation. Sadly a online company will save the brick and mortar.
Ditch to ditch
Confused doesn't even begin to cover it. It seems like no less than once per week new requirements are being handed down from above, and many of them conflict with older, still valid requirements. I am not even talking about how they are trashing the culture; which they are.
This is a good summary that shows how confused we are nowadays.
The execs are like a headless chicken, running in all directions