Reset ° How to Change Whatʼs Not Working

Davidsen could sympathize with the dealership’s desire for feedback, because at the time he was in charge of customer experience for a health care software firm. But their success was due not to their passion for improving the customer experience but rather to their prowess at browbeating customers into providing falsely inflated scores. That “INSTEAD OF” mindset was the heart of the turnaround strategy used by Art Mollenhauer, after he accepted the role of CEO of the Big Brothers Big Sisters of Metropolitan Chicago (BBBS-MC) in 2006. Windows 95, for instance, was delayed multiple times, but when it finally launched, it at least came with a proper release: Jay Leno hosted the launch party.