2018: Book #22

Finished book #22 for 2018: “Retail’s Seismic Shift: How to Shift Faster, Respond Better, and Win Customer Loyalty” by Michael Dart and Robin Lewis.

This should be required reading for any leader at any level in any organization.


The case is strong for where retail is headed. They predict micro-niche stores…or major stores with micro-niche areas. Customization and local content, no matter the product will be in play.

I learned that customers want the product and the company to have a soul. They want those products to identity with their values.

To be successful, improve the self-esteem of the customer…

Whoa! I think we just found Joel Osteen’s secret to success!

There’s a lot in the book about the future of apps and customer interaction while shopping.
There are many lessons here for Christian Radio as well. I won’t give them away here…read the book…you’ll see them.

Here are a couple of quotes to remember:

“In fact, spending more on labor – to provide a better customer experience, but also a better employee experience – pays off.”

“With their basic needs fulfilled, 80 percent of consumers have increasingly been looking for more rewarding, highly experiential and meaningful purchases.”

We must meet the customer, client, and donor where they are. It is no longer build it and they will come.
Today, it’s build it and take it to them.

The buying audience is so fragmented. Just take a look at the current trend in beer. Notice all the craft beers? Well, the same will happen with clothes, shoes, and so on.
Also look at how fragmented television has become. Offerings include: satellite providers, over the air, Netflix, YouTube, Hulu and so much more.

I could go on….but you need to read the book.

I give Dart and Lewis’ book 4 out of 5 stars.
It only gets 4 because the use of data gets a bit thick. Even so, it’s necessary and worthwhile read.

That’s book #22 for 2018.

30 more books to go to reach 52 by the end of the year.

Note: For those curious, I’m still reading the 1,000 page Ron Chernow book on Grant.
I’m nearing 700 pages.  I still have about 250 more pages to go. It’s heartbreaking, but also full of hope.

Remember, all leaders are readers.
If you want to be a better leader…be a reader.

Interested in purchasing this book?