Change from the Inside Out

ELEVEN

On Becoming Change-Capable

Jade sits in the break room on the second floor of the Moment store in Stamford, stirring her coffee. Outside, it’s starting to look a bit like spring: some of the people hurrying by on the street below are wearing sweaters instead of coats, and the daffodils are beginning to bloom in the street planters.

She suddenly remembers that this was where she had her first real conversation with her dad about the need for major change at Moment. Only sixteen months ago—and now look: all locations are operating on one financial system, and that system has fully integrated in-store and online sales. The website is working well and looking great—and has yielded lots of new customers. In fact, the monthly numbers Jade has ...