Many would say Toys R Us failed because of financial mismanagement and delusions of grandeur. Thats true.
But it also failed because it didnt value the opinions of its customers. It didnt listen to what customers wanted quickly enough, and by the time they acknowledged the problem, it was too late.
Customers needs and wants were evolving with technology. They wanted speed and accessibility online. They wanted great customer interactions and experiences in the stores, and they wanted an emotional connection to the brands they support.
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