What works globally does not work in China. Automation is a myth. This is a high touch, very intense place to do business. And you have to be prepared that you aren’t. Consumers are super picky. They’re also super demanding. More important, you have to have that prompt and responsive customer service, and it’s instant. If we miss 15 seconds, you’re out of the game, they bounced to a new store. It’s a place where winner takes all.

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