Sears, the century-old store

Author: Arthur C. Martinez
Publisher:
Publish Date: 2003-11-01
Features: Arthur C. Martinez brings to life the inspiring and challenging story of Sears' remarkable transformation in the 1990s. Understanding this story will enhance the awareness of managers and business leaders on how to build strong, customer-centric business relationships. In this book, Martinez shares firsthand how a "rider" persistently combated the persistent problems in a large retail enterprise, moved target customers with "flexible appeal," and established the theory of the customer-service-value chain, ultimately creating a commercial miracle of turning defeat into victory. This is a story of perseverance and determination. If your company shares the same dilemmas as Sears did back then, this book will undoubtedly be of great value to you. The book vividly portrays the success when customer-centric leaders, diligent management teams, and prime business locations come together. Martinez transformed Sears from a hesitant laggard into a commercial pioneer.