What's nimbility? “If people in your organization understand[customer needs] and you are ready to respond, your organizationhas nimbility. If not, you have the opposite trait, which we cancall 'numbility.'”

During the past 10 years, we entered “the age of the customer,”but the basic principles of nimbility are more important thanever.

Empowered associates. A core element is keepingdecision-making authority at the front line of service. Think howyou feel when a store clerk tells you they can process a returnright at their register versus telling you to go to the customerservice area in the back of the store. Empowered associates havebeen a cornerstone of online commerce — now it has become astandard for all retail to live up to.

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