It took time for it to fullyyo, get itself rooted. But once it was rooted, it became part of cult absolutely. People want to feel empowered to do great things for customers. It actually reinforce what a now strong company culture should bein any case. And the other reason i think this is so important is, you know, when you laid out as the vision for home depot to be the best customer service retailer in the world,. How do i even begin pushing this?
Everything changes when we picture our organization upside down, with the CEO bearing the weight at the bottom and pushing vision up through the organization to the customer. Back in September 2015, Frank Blake and I discussed how and why this approach creates vision that will stick. As we enter 2022, this approach is more relevant than ever.
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