In this episode…
- How Our Brains Work Against Us
- An Interview With Mike Wittenstein of Storyminers
- Meet Me at Starbucks
How Our Brains Work Against Us
Jeannie and Adam discuss why it is often hard for people to accept feedback. They explore cognitive dissonance and how it is difficult for people to accept evidence that is contrary to their beliefs.
Adam mentions that confirmation bias is a similar principle in reverse.
Jeannie explores how Starbucks specifically sought out feedback and used it to create its new loyalty program.
Discussion begins at 1:35.
Interview with Mike Wittenstein of StoryMiners
Mike explores how the store of the future is like a concept car, where new technologies are exposed to customers and vetted by customers to be rolled out to the market.
Mike advises that a mid-market firm might get started with a store of the future using private Pinterest boards to explore concepts. Mike advises “starting where you are” and focusing on incremental steps.
He says to implement store of the future, everyone should be on the team. He also shares some of his favorite retailers that are leading the store of the future movement.
Interview begins at 6:24.
Customer Hero, Customer Zero: Meet Me at Starbucks
Adam and Jeannie discuss the Starbucks video, Meet Me at Starbucks. They review their go-to coffee orders as well as how Starbucks has been able to create an entire cultural experience that powers its brand even more than the actual coffee they sell.
Discussion begins at 14:47.
People, Places, and Things of the Podcast
- Mike Wittenstein runs Storyminers, a design firm that helps service brands improve their experience, their service, and even their business designs. Mike is also a world-class expert who has helped over 400 companies in 25 countries. By his own admission, he’s a designer who can’t draw… Connect with Mike at mikewittenstein.com, Twitter, SlideShare, or LinkedIn.
- Burberry
- Hointer
- Apple
- Rebecca Minkoff
- Meet Me at Starbucks
Take care of yourself and take care of your customers.
Hi, you have mentioned about Starbucks, they are actually using communities since many years, to get ideas for new products and services. Many companies are following them by using also communities to receive feedback, enhancing products, services and the entire customer experience for their clients. Communities are a great tool to crack the customer code 🙂 and most important, to listen to clients feedback.. Best regards R.
Agree with you, Ricardo! They are not the only ones but have done a lot around listening well.
[…] This is wise counsel in an episode full of wisdom! […]