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What Can We Learn From Barnes & Noble's Surprising Turnaround?
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Gant says the transition was actually quite simple: instead of asking how to make the same things more cheaply, Glen Raven, as we’ve seen, began to ask what people actually wanted.
when we look at stock market valuation or profitability, the answer is the same: growth and long-term profit no longer come from relentless industrialism. And organizations that achieve extraordinary customer service rankings find a way to embrace humanity as well.