"Executives acknowledge that it is beloved by customers, but say the prior regime didn’t use it in a disciplined way. The chief executive, Mark J. Tritton, said

"Executives acknowledge that it is beloved by customers, but say the prior regime didn’t use it in a disciplined way. The chief executive, Mark J. Tritton, said during an investor presentation in October that the company is in the process of 'honing down' its use" Welp. There it is. The article lists out a bunch of challenges for the company in the face of competitors, and executives want to get rid of the most unique, loyalty-drivers, of the company.