Whenever company leaders grow concerned about rising customer complaints, dipping same-store sales or escalating employee turnover, they often exhibit similar reflexive behavior. They think back to when they worked at the unit level and try to get a sense of what’s different — or missing — between then and now. Inevitably, an eerily similar “Eureka” moment arrives. A meeting is scheduled, directors are summoned, and the CEO issues forth this sober directive: ...

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