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Like Macy’s CEO, be your own mystery shopper

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in Leaders & Managers,Management Training

Macy’s CEO Terry J. Lundgren knows it’s valuable to see your business the way your customers do. So he spends time each week walking Macy’s floors as a customer would.

“I just go and pop into a store,” Lundgren says. “And so we walk through the floor, and they have had no time to prepare for my questions, they’ve had no time to prepare the store.”

The experience allows him to get a feel for the shopping experience in a particular store and to take any issues or concerns back to management. But it also shows the organization that he’s listening and interested in the customers’ perceptions.

“I learn as much by going through a store as anything I do,” he says, “much more than sitting in my office at my computer or holding a big meeting here.”

— Adapted from “Knock-Knock: It’s the C.E.O.,” Adam Bryant, The New York Times.

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