Leaders should categorize feedback into three groups. Give a megaphone to "advocates" who support the vision. Listen carefully to "critics" whose feedback can be constructive. But actively ignore "cynics" who are purely destructive and offer no value, as they can derail progress.
Technology and AI should not be viewed as replacements for human interaction in a service business. Instead, their purpose is to handle complexity and improve efficiency in the background (e.g., operations, staffing) to free up employees and empower them to provide a better, more human customer experience.
The traditional model of being either a wartime or peacetime leader is outdated. In today's volatile environment, leaders must be fluid, adapting their style day-to-day to handle both long-term strategic initiatives (peacetime) and immediate crises like unexpected tariffs (wartime).
To combat the perception that department stores are dated, Macy's CEO suggests reframing the model as a "marketplace." This modern term highlights its core strengths: a wide selection of categories, brands, and price points serving multiple generations across both physical and digital channels, positioning it as a future-proof concept.
Instead of making one large, transformative bet on AI, Macy's is testing it across numerous departments (supply chain, HR, marketing) in small trials. This "pokers in the fire" approach allows for broad learning and discovery of value without overinvesting before the technology is fully mature or scaled.
In a volatile market with unpredictable factors like tariffs and supply chain issues, long-term plans quickly become obsolete. Macy's CEO operates with a "rolling operating forecast" updated weekly, admitting they are on the 27th version for the year, prioritizing real-time data over static, months-old plans.