How the Discounters Hurt Themselves†

Wal-Mart, Dell, Others See Growth Stall as Rivals Learn How to Beat Them

Advertising Age, December 10, 2007 — If one thing defined the marketing landscape of the 1990s, it was the power of cheap.

Wal-Mart Stores, Southwest Airlines and Dell Computer reshaped their industries with low-cost models that forced competitors to adapt or die. Each of the power discounters thrived heading into the 21st century as their competitors often struggled.

But each is now facing a much tougher battle for growth. Wal-Mart's top line has continued to weaken; both its revenue and comparable-store sales — excluding grocery — grew slower than Macy's last quarter. Southwest is cutting expansion plans and revamping its service model. And Dell returned to founder Michael Dell as CEO to reinvigorate growth.

Dell Quells Critics With Web 2.0 Tack†

Social Media Has Turned Customer Service Inside-out for All to See

Advertising Age, June 11, 2007 — Back in the summer of 2005, Dell ignored Jeff Jarvis' complaints about a lemon laptop at its own peril. The blogger's "Dell Hell" rants teed up a mainstream story starring the PC manufacturer as an arrogant giant that became a case study in how one man's website could shred a corporate reputation. Now Dell, working to shrug off that image and right recent business declines, might be on to a different kind of web-based watershed. In mid-February, it launched IdeaStorm, a place for customers to submit suggestions about its products that's become the repository for more than 5,500 recommendations and 24,000 comments.

How H-P Reclaimed Its PC Lead Over Dell†

Shifting Battlefield to Stores was Key; Help from Vera Wang

Wall Street Journal, June 4, 2007 — Hewlett-Packard Co. is riding high today as the world's undisputed leader of personal-computer sales, but that's not how Todd Bradley found things when he joined the company in 2005.

One Tough Customer†

Brandweek, March 19, 2007 — It's a chilly Monday morning in February along the Gulf Coast of Mississippi, where José Lopez is about to embark on a fact-finding mission. As svp and chief customer officer at The Home Depot, Lopez spends an average of six days out of every month in the field, walking the floors at the company's vast network of retail stores and putting in valuable face time with employees.

You're Fired. Now What?

Forbes, February 5, 2007 — Kevin Rollins can't be feeling good about himself. After two years at the helm of PC maker Dell, he resigned last week, and founder Michael Dell took the CEO job. Rollins' story is an old one: The founding entrepreneur retires, and the new chief executive just can't make the company work. Robert Nardelli, the recently-ousted chief of Home Depot, also struggled when he took over from the company's co-founder, Arthur Blank, in late 2000.

Brands For the Chattering Masses

New York Times, December 17, 2006 — FOR many, many decades, successful branding — one of the corporate world's holy grails — involved a clear set of rules.

Dell in the Penalty Box

FORTUNE, September 18, 2006 — The computer giant's current woes have been overhyped. But it still needs to figure out how to build a brand that customers can love.

Cashing in on the new world of me

FORTUNE, December 13, 2004 — A handful of companies are finally perfecting made-to-order for the masses. Here's how.