Learning and Leading

May 2004
Convenience Store News;5/3/2004, Vol. 40 Issue 6, p20
Trade Publication
The annual event National Association of Convenience Stores' 2004 Leadership Assembly, now known as the NACS Leadership Assembly Symposium on Consumers and Retailing, was held at the Ritz-Carlton, Laguna Niguel, here in Dana Point, California. Dr. Neeli Bendapudi, an associate professor of marketing at the Fisher College of Business at the Ohio State University, said that customer complaints must be accepted by the industry. Through these complaints customer wants to maintain a relationship. Gregory A. Reid, senior vice president and chief marketing officer at Yellow Corp., explained to the audience how Yellow transformed from one of Fortune magazine's least admired companies to one of the most admired.


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