If you're trying to achieve any major change -- implement a new procurement system, maybe, or shift the way people talk to customers -- you need to enthuse a network of people into action. And it's not easy. People with good ideas sometimes fail to get momentum, while others seem strangely adept in organizing their mob.
"Sorry, I couldn't answer your call earlier. I just hung up with the CEO of J. Crew." So began an entirely unexpected conversation with my wife, who proceeded to share that Millard "Mickey" Drexler had shocked her with his call in response to an email she sent to the company's anonymous "J. Crew 24-7" address.