The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because ...

Malcolm Gladwell, the New Yorker writer and perennial best-selling author, has a new book out. It’s called David and Goliath: Misfits, Underdogs, and the Art of Battling Giants. I reviewed it on Sept.