Retail

My car realized I’d moved, but Amazon didn’t

I recently moved into a new home and in a two-month stretch spent a significant amount of money on Amazon.com buying numerous furnishings, decorator...
Seeta Hariharan
17 sec read

“The Moment of Truth” Has Already Passed

In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an...
Seeta Hariharan
3 min read