Question: Where do we want to be? 5 Ss objectives: - Sell-customer acquisition and retention targets - Serve - customer satisfaction targets - Sizzle - site

Where do we want to be? 5 Ss objectives: - Sell-customer acquisition and retention targets - Serve - customer satisfaction targets - Sizzle - site stickirress, visit duration - Speak-trialogue; number of engaged customers - Save - quantified efficiency gains

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