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Sears selling more real estate than products
Sears Holdings will eventually need to sell more stuff to shoppers to remain viable as a retailer, but in the meantime the company has shown itself to be more adept at generating cash through complex real estate deals that unlock the value of an increasingly less productive store base.
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Why retailers need to measure customer happiness
When retailers' customers aren’t happy, how do they really know? Many key metrics, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), are born from accumulated survey results and don’t capture true happiness. Surveys focus on whether a customer is satisfied, which is very different from happieness. These are two very different things. So, the question becomes: Are companies really primed to measure customer happiness, or are they settling for a rationalized alternative created by linguistic gymnastics in a survey?
