Serious missteps by the decision-makers at the company have left them in a tough spot, and they seem unable to recover. They should be in crisis management mode, which they clearly have not been for months. Who launches a new website without testing it first? Who changes the rewards structure midyear without informing customers? Their website has been chaotic for two months. Despite making substantial profits, they are cutting customer benefits. The quality of fabrics has deteriorated, and the designs lack inspiration. They need to take decisive action or risk losing their customer base quickly.
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