Today's Notable Quote: "Time is a measure of experience--spending less time with a customer results in commoditization" - B. Joseph Pine II, author Mass Customization, co-author (with James H. Gilmore) The Experience Economy: Work is Theatre and Every Business a Stage.
Seth...you are right on. I was involved with a group last fall who did a "diagnostic" on The Gap. In a nutshell, we found that the cues they emphasized were inconsistent with the overarching theme. They didn't do an effective job of engaging their (often eager) customer base. A truly sad case of a business that appears to have lost its moorings...and it's reason for being...
Read on for Mr. Godin's blog post on the subject: Fall into the Gap 
The "tube" in London reminds us to "mind the Gap". When it comes to shopping in the US...the opposite advice may be in order...
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