Walgreen overhauls its culture to compete

05/23/2013 | Strategy+Business online (free registration)

Established and regimented companies can find change to be especially difficult, write Mark Wagner and Wayne Orvis, executives for the chain Walgreen. To compete against Amazon and other online retailers, Walgreen has changed its focus from expansion and efficiency to building customer relationships. "We had to focus our frontline and field leadership on coaching employees and creating the right customer interactions. And we had to free up time among leaders to enable this," Wagner and Orvis write.

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