For the TLDR fans: Companies who consider themselves to be Business-FOR-Business (B4B) tend to outperform companies that are just doing Business-TO-Business (B2B), and the result can be – after a lot of heavy lifting – that customers actually LOVE doing business with them! And that LOVE pays huge dividends!
Is your organization “old school” and using performance metrics grounded in the last century? Or has it adjusted to the New Work challenges of our time? If you are still using mostly financial metrics to measure the success of your company, you probably need to level up and adapt to the new world facing us. Start using “essential” metrics to complement your financial metrics in order to become a world-class organization!
TL;DR Retailers need to elevate the importance of their employees and customer service in order to perform better.