In this episode…

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.

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.

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.

Take care of yourself and take care of your customers.

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