A Contrarian Buy, page-82

Thanks for the articles Roulette.

Jeff Gennette (CEO of Macy's) was surprisingly quite open about the challenges and changing landscape for retail. Key take aways for me:

"We are too hierarchical, with too many spans and layers that add unnecessary management oversight and slow us down. Streamlining structure, committing to the right talent in select arenas, and rigorously using data to better understand and service our customer will help us win in the future." - couldn't agree more.

"Browsing is now online vs. in-store, so our digital experience must be curated and inspirational to her. Store visits are now mission-based, so we need to make store experiences easier, fun and educational. “End-to-end” customer experience journey mapping is the new frontier for all of us and the answers are not monolithic. " - agree 100%

"The relationship that our customer has with our brand is the single most important asset of our company. Moving customers who like our brand to those who are committed to our brand is a key measurement to best drive shareholder value." - bang on!