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What would Marshall Field do?

I marvel at the speed of change and innovation in the retail industry and often wonder what great entrepreneurs from the past like Marshall Field would think about how technology is changing the [...]

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Changing Consumers’ Hearts and Minds in the Age of Digital Transformation

With consumer-focused industries being transformed around us by digital technology, what does it take these days to get someone to change their behavior? I recently heard an interview with a [...]

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The Customer is (Still) Always Right

When business leaders discuss with me the essentials of good customer service, I harken back to the late 19th and early 20 centuries. It was then that pioneering retailers such as Harry Gordon [...]