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Do You Deliver Good Or Bad Customer Service? | Rich Gee Group

Rich Gee Group

I wanted my money back – I had the receipt, I had the merchandise in perfect condition, and virtually everything in the store was on sale at that time. So I put on my best Rich Gee smile and politely asked for the manager. P.S. Arc’teryx is still a great product, we will just purchase it at a different store.

Licensing 333
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Performance Measurement

Strategy Driven

While you can find numerous books focused on the topic of corporate finance, few offer the type of information managers need to help them make important decisions day in and day out. Examines ways to maintain and grow value through mergers, acquisitions, and portfolio management.

ROIC 62
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Resolution 2011: Make Your Strategy Coherent

Harvard Business Review

The big question for many leaders as they look toward 2011 is: "How can my company be one of them?". The competitive value of capabilities, however, will only grow as you apply them to your entire portfolio of products, day in and day out. Earning the right to win is never a cakewalk.

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How Retailers Can Appeal to Lower-Income Shoppers

Harvard Business Review

Retailers face several challenges as they enter the 2011 holiday season. One such category was over-the-counter family planning products, better known as birth control. Between 2008 and 2010, prices of these products grew 17%, while sales grew by 14%. This blog post is part of the HBR Online Forum The Future of Retail.

Retail 14
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Why Tesco’s Strengths Are No Longer Good Enough

Harvard Business Review

If round after round of profit warnings was not enough – group operating profits fell 20% between 2011 and 2013 and are likely to fall another 30% in 2014 — the company recently announced it had overstated its first-half profit by about $400 million. Troubles at Tesco, the UK’s leading retailer, are mounting.

Retail 11
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Know When to Kill Your Brand

Harvard Business Review

’” Purpose might have informed the management of two failed brands – Blockbuster and Radio Shack — differently. Because Blockbuster could no longer deliver on its purpose in a relevant way, its managers should have euthanized that brand long before it drained shareholder value and became the butt of jokes.

Brand 8
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What Ron Johnson Got Right

Harvard Business Review

Harry Gordon Selfridge, who founded the eponymous London-based retailer, did the unthinkable when he opened his first store in 1909, taking merchandise out from behind the counters so that customers could actually touch it. I want merchandise that people will desire. The patient needed radical surgery. That''s not crazy talk.