Get Out of That Rut and Into the Shower - New York Times

Get Out of That Rut and Into the Shower - New York Times: "“The most thoughtful and articulate strategies tend to come from the big banks,” Mr. Brown explained. “But their actual results seldom bear that out. When you walk the streets and look at what’s happening, the gap between strategy and execution becomes obvious. We can’t just listen to what executives say. We have to see with our own eyes what customers are experiencing.”"