Saturday, June 20, 2009

Listening to your customers (and line staff) in a recession

Here's a GREAT article that, on the surface, has nothing to do with nonprofits, but in reality has everything to do with how your organization deals with the new economy.

It's from the New York Times and discusses how big retailers are shifting strategy in the recession.

I know, I know, who cares, right? OK, trust me, read the article. You'll see these organizations listening to line staff (something they should have been doing for years) making small changes that appeal to customers (the anecdote about dress demand in Pittsburgh and Salt Lake City), or reducing "seasons" since people are buying what they need now, and not buying ahead. Small changes that make a big difference.

The other issue from this article to remember is that the stores are making long put off changes since they assume that, even when the recession is over, the new normal will not be like the old normal.

Good thinking.

1 comment:

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