Strategy Driven

JULY 13, 2011

Some examples include new technologies, changes in customer preferences, new ways of serving customers, and disruptive threats. Retailers historically need trained stored managers, a few great merchandisers, and, in most cases, store staff with a customer service orientation. To read Richard Dobbs’ complete biography, click here.

ROIC 62

ROIC Balanced Scorecard Metrics McKinsey 62

Harvard Business Review

JULY 25, 2014

I decided to test his claim by interviewing current and former C-suite executives, including Bob Crandall, former CEO of American Airlines; David Norton, former CMO of Harrah’s casinos; Will Ethridge, CEO of Pearson Education; and Pat O’Keefe, former CEO of Watts Water Technologies. Play to your strengths, not your rival’s.

CEO 11

CEO Norton Airlines Short-term 11

Harvard Business Review

MARCH 11, 2015

McDonalds isn’t the first fast food chain to consider giving customers more control over their orders using technology (though there’s a fair amount of debate about whether customization is really the best way forward for the struggling company ). Some self-service technologies are able to buck this trend. No problem.

Banking 8

Banking Technology Norton Ryan 8

Harvard Business Review

DECEMBER 13, 2017

And here’s an interview with Sam Lessin , former VP of Product Management at Facebook, who says he has “never successfully trained empathy.”). Pro: Breakthrough technology can offer customers things they didn’t even know they needed. (Read more about what Paul Jackson has to say about EQ and PMs here.

Productivity 8

Productivity Products Core Competence Management 8