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248: What Target's Decline Teaches Every CEO About Customer Experience
Target's decline: A conversation on leadership drift, relationship capital, employee experience, and the warning signs that a brand is losing customer trust.
Summary:
In this episode, Denise Thompson and John DiJulius unpack why Target's recent struggles are bigger than retail headlines. John argues that what happened at Target is not mainly about controversy or pricing. It is about leadership, culture, diluted brand clarity, and a declining frontline experience. The conversation explores how great brands build relationship capital, why employee experience always shows up in customer…
The skinny
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