If you haven’t been keeping up with The Dallas Kohl’s Saga, you’ve got to read it and get the full story. It’s so worth your time. Just read it and then read the two updates at the top. The most recent update is what really takes it all to the next level.
Too many lessons go with this story. Here’s the one I’m going with:
Whether you like it or not, it’s easier than ever for your customers to have a conversation about you. And they don’t care if you agree with them or not (and they shouldn’t). The question is, are you part of the conversation?
For the record, I really like Kohl’s and have bought lots of stuff there. But this has planted some doubts . . . .