A Quick But Important Reminder About Recession Staff Cuts


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Those who’ve read my ramblings over the years know that “follow the leader” is hardly my normal first impulse. But here’s an instance when business would be well-advised to follow the lead of two, very high performing companies.

Today I read in the WSJ that both Target and Best Buy are undergoing major staff cuts. Interestingly, they almost could have traded press releases. Both were cutting corporate staff, but not floor saleas and service folks. Consistent with their histories, both outfits well understand that customer experience is not rooted in interacting with HR, accounting or procurement – or marketing and promotional messages. Front line staff, both sales and service, delver 95% of customer experience.

Seems like an overly obvious message. Until you look at companies including Macy’s, Sprint, Northworst Airlines, Circuit City and Comp USA that ignored this fundamental truth.


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