More company control can lead to a better customer experience, according to Restoration Hardware CEO Gary Friedman.
During Restoration Hardware’s third-quarter financial results conference call, Friedman elaborated on the customer experience point and the issue of control.
“As we look at it long term, I think our bias is to control more of it than to control less of it,” Friedman said during a Q&A session. “And so as we’ve learned, as we’ve in-sourced our home delivery and we learn to control, to....