A Lesson from the USPS: Context & Strategic Direction

Bald Head Island Post Office, North Carolina

I was browsing the website for the United States Postal Service recently and came across this statement: “The Postal Service is the only organization in the country that has the resources, network infrastructure and logistical capability to deliver to every residential and business address in the nation.” Continue reading “A Lesson from the USPS: Context & Strategic Direction”

NordMart: The Case of Conflicting Corporate Strategy

I read recently about a credit union that hired a new CEO. The article extolled the virtues of the CEO’s planned strategy: a dual focus on cost control and high-touch service. In fact, the CEO was quoted as suggesting that the credit union will operate “like a combination of Walmart and Nordstrom.” My first reaction was…”What?!” Continue reading “NordMart: The Case of Conflicting Corporate Strategy”

A Chicken Sandwich for Every Member!

The story goes like this….years ago Southwest Airlines was contemplating offering a chicken sandwich on its flights. Apparently it tested well, with all indications that the sandwich would improve the satisfaction of customers flying on Southwest airplanes. Continue reading “A Chicken Sandwich for Every Member!”