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Each year, we see increasingly more retail establishments fail. However, retail is not dying; in fact, it has a bright future. It just looks different than it did five years ago.

On a trip to Detroit last week, a friend of mine who lives in the area took me to the original Shinola store. I had only recently become aware of Shinola when I purchased one of their watches via a third party a few months prior.

The more I dug into the brand and its story of Detroit rebirth, the more I was fascinated by what the company is doing and how they are creating successful retail experiences.

In Shinola’s approach are a number of lessons for how retail is changing but not dying.

Below are three strategies used by Shinola. None of the below are rules; retailers will innovate and succeed without the first two strategies for sure. However, these trends will likely be heavily represented in the coming retail future.

#Retail has a bright future; it just looks different than it did five years ago.
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#1. Small Footprint, High Margins

One of the areas where traditional retail...

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In this One Win Book Review, we take a look at When Genius Failed by Roger Lowenstein.

Check out the video below to hear Adam’s one win that you can take away from When Genius Failed to improve your organization’s customer experience and customer service.

About When Genius Failed

FROM THE PUBLISHER:

In this business classic—now with a new Afterword in which the author draws parallels to the recent financial crisis—Roger Lowenstein captures the gripping roller-coaster ride of the Greenwich, Ct. hedge fund, Long-Term Capital Management. Drawing on confidential internal memos and interviews with dozens of key players, Lowenstein explains not just how the fund made and lost its money but also how the personalities of Long-Term’s partners, the arrogance of their mathematical certainties, and the culture of Wall Street itself contributed to both their rise and their fall.

When it was founded in 1993, Long-Term was hailed as the most impressive hedge fund in history. But after four years in which the firm dazzled Wall Street as a $100 billion moneymaking...

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Back in 2015 , we created The 7 service Triggers, a framework for understanding common triggers or hot buttons that elicit a negative emotional reaction in customers. The 7 Service Triggers explored the idea that patterns are evident in the things that set customers off and that these patterns hold true across a wide variety of customers and interactions.

Even within the 7 service triggers, certain triggers are more relevant to certain individuals than others. For example, a customer might be bothered more by being hassled than being ignored.

Triggers, by their very nature, are highly individualized.

Of course, the 7 Service Triggers do not begin to encapsulate the wide variety of different emotional triggers that customers have. Our emotions are much of what makes us who we are, and our emotional reactions are as diverse as we are.

Each customer has personal emotional triggers that are highly specific to them. They may be formed in childhood or later in life. These triggers may or may not be deeply-rooted in the person’s makeup. For example, someone’s emotional triggers...

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In this One Win Book Review, we take a look at Predictably Irrational by Dan Ariely.

Check out the video below to hear Adam’s one win that you can take away from Predictably Irrational to improve your organization’s customer experience and customer service.

About Predictably Irrational

FROM THE PUBLISHER:

When it comes to making decisions in our lives, we think we’re making smart, rational choices. But are we?

In this newly revised and expanded edition of the groundbreaking New York Times bestseller, Dan Ariely refutes the common assumption that we behave in fundamentally rational ways. From drinking coffee to losing weight, from buying a car to choosing a romantic partner, we consistently overpay, underestimate, and procrastinate. Yet these misguided behaviors are neither random nor senseless. They’re systematic and predictable—making us predictably irrational.

For more info, go to http://danariely.com/books/predictably-irrational/.

For more One Win Book Reviews and other great content, subscribe to our YouTube channel today!

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In this One Win Book Review, we take a look at Customer Service Tip of the Week by Jeff Toister.

Check out the video below to hear Adam’s one win that you can take away from Customer Service Tip of the Week to improve your organization’s customer experience and customer service.

About Customer Service Tip of the Week

FROM THE PUBLISHER:

Reinforce your customer service skills!

The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques.

Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems.

For more info, go to https://www.toistersolutions.com/books/.

For more One Win Book Reviews and other great...

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In this One Win Book Review, we take a look at Talk Triggers by Jay Baer and Daniel Lemin.

Check out the video below to hear Adam’s one win that you can take away from Talk Triggers to improve your organization’s customer experience and customer service.


About Talk Triggers

FROM THE PUBLISHER:
Word of mouth is directly responsible for 19% of all purchases, and influences as much as 90%.

Every human on earth relies on word of mouth to make buying decisions. Yet even today, fewer than 1% of companies have an actual strategy for generating these crucial customer conversations.

Talk Triggers provides that strategy in a compelling, relevant, timely book that can be put into practice immediately, by any business.

For more info, go to https://www.talktriggers.com/.

For more One Win Book Reviews and other great content, subscribe to our YouTube channel today!

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In this One Win Book Review, we take a look at The Convenience Revolution by Shep Hyken.

Check out the video below to hear Adam’s one win that you can take away from The Convenience Revolution to improve your organization’s customer experience and customer service.


About The Convenience Revolution

FROM THE PUBLISHER:

How can you disrupt your competition – and maybe even an entire industry? Be convenient!

Whether you’re trying to out-service a competitor or disrupt an entire in­dustry, creating less friction and being more convenient for your customers should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. And, when you do, your customers will reward you with their money, their loyalty and their referrals. That’s the advantage of joining The Convenience Revolution.

This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies to fuel your plan to create convenience for your customers. Each of...

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Innovation in customer experience is all too often either not talked about or not prioritized. When innovation is addressed, it is most commonly approached through the lens of technology.

Certainly, much innovation in the customer experience space has been generated through advancements in technology.

Yet, customer-focused innovation, the kind that centers around the experience of the customer, has to be about more than technology; it has to be about a deep-rooted organizational desire to always improve the customer’s journey.

Innovation in customer experience has to be more than just another time-saving device or a more accurate personalization engine; it has to be a cultural spirit of consistently reexamining the customer experience and figuring out ways to create more impactful, more emotionally resonant interactions.

Why Innovation Doesn’t Happen

The reality is that customer experience and particularly its major subset, customer service, is a day-to-day grind, one that leaves little time for introspection and innovative thought. Innovation generally requires one...

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Welcome to our new series, One Win Book Reviews.

The goal of One Win Book Reviews is to take the best books from customer experience, customer service, business and related fields and share a single powerful win that you can use in your organization or job.

We often expect too much from #books. One powerful win that makes a difference in our businesses, jobs, or lives is enough.
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One Win Book Reviews are designed to be bite-sized reviews that you can digest in a minute or two. You’ll be able to see if the one win is relevant to you and whether or not the book can help you achieve greater success.

We will be releasing a review a week and posting the video both on YouTube and here on the blog so that you can easily find it on the channel you prefer.

We are so excited for this new series! Please make sure to check out our first One Win Book Review next Thursday, Shep Hyken’s The Convenience Revolution.

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I find it powerful to use processes as teaching tools. Processes help people remember the steps they need to take when executing a strategy — they give a framework for success.

In Be Your Customer’s Hero, I had a chapter devoted to the CATER process, a basic process for resolving customer service issues. CATER stands for

  • Control
  • Acknowledge
  • Thank
  • Explain
  • Resolve

It was a fine process. It was effective as a strategy, and generally reminded you what you wanted to do in working with a customer. As a process and as a learning tool though, I found that it had a few weaknesses.

The first weakness is that, despite the acronym, it was not that easy to remember. Even I, on occasion, would forget what one of the letters meant. If you’re having to think about it as you’re using it, then it’s probably not as effective as it could be as a real-world tool.

The other weakness was that the parts would sometimes need to be deployed out of order in real-world customer service situations. Sometimes, you’d want to thank first — sometimes...

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