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In 2015, Walmart's revenue fell for the first time in its 45-year run as a public company. Shoppers were fed up. They complained about dirty bathrooms, empty shelves, endless checkout lines, and impossible-to-find employees. Only 16 percent of stores were meeting the company's customer service goals. Walmart decided to conduct an experiment. They raised wages, increased training, and provided employees with consistent regular schedules. Early test results showed a strong positive response from customers. By early 2016, the proportion of stores hitting their targeted customer-service ratings had rebounded to 75 percent. Sales were rising again! Walmart executives switched from the norm—cutting costs—to ________.

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