Struggles with Customer Service: Target's Quest for Improvement

It’s 1962 and a new retail trend’s catching fire – big-box discount stores that reinvent shopping with out-of-town locations, huge product ranges, and low, low prices.

And at opposite ends of the country, two hopefuls are jumping on the bandwagon. In Arkansas, five-and-dime owner Sam Walton’s opening his first Wal-Mart. In Minnesota, the upscale Dayton’s department store is readying a discount chain called Target.

But to survive in this new frontier of razor-thin margins, faster rivals and price-sensitive shoppers, they’ll both have to rip up the rulebook.

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