Thought Sparks with Rita McGrath and Zeynep Ton
Thought Sparks
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The Future of Retail: How to Make the Best of a Physical Footprint
I think the transition to online will be a lot faster, which means if you have stores, you have to provide a compelling reason for your customers to come. And that compelling reason is not going to be there if you don't have empowered, capable, competent, motivated workers. So I think this is a moment where we need better service leaders who are courageous and lower prices.
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Transcript
