The Customer Journey – How [Not] To Create The Customer Experience at the new Eurostar Lounge in Gare Du Nord

If being “customer centric” is still being bandied about in boardrooms around the world, the reality is that most companies struggle to marry the mindset of “the customer is always right” with the quest for optimal profits. One of the ways to help galvanise an organization around the customer is to consider the customer journey. Crafting the…

trust mass media

Do You Trust Mass Media? Why Digital Is Taking Over…Differently

I love it when I hear certain executives say "we're beginning to get it." The good news is that there is a lot of movement in big business and many brands are beginning to "transform." However, as was highlighted in the newly released Altimeter report, 2016 State of Digital Transformation, if everyone is getting focused on the…

How_to_Wow Adrian Swinscoe

How To Wow – Driving An Amazing Customer Experience with Adrian Swinscoe (MDE210)

Minter Dialogue with Adrian Swinscoe This interview is with Adrian Swinscoe, expert in the customer experience, author of Pearson-published How to Wow, 68 Effortless Ways to Make Every Customer Experience Amazing, a frequent Forbes contributor all the while running Rare Business, focused on helping companies to improve their customer service and experience. In this conversation,…

MI+Margaret+Molloy Influencer

Building Brands With Simplicity and Surprise with Margaret Molloy, CMO at Siegel+Gale (MDE196)

Minter Dialogue with Margaret Molloy This interview is with Margaret Molloy, CMO and Head of Business Development at Siegel+Gale, a premier global strategic branding firm, part of the Omnicom Group. Margaret is a regular on lists of the most influential and most savvy marketing pros, including the top 5 most influential CMOs on Social Media…

Orange Retail Experience 6

Apples & Oranges – Different Mindsets In The Retail Experience

I am not here to write yet another apologia about the state of the telecommunications market. Nor am I going to write another blog post praising Apple's retail stores. I wanted to point out some of the treacherous pitfalls that organizations fall into when trying to upgrade their retail experience. I have been a long-time customer…

Megan Neale Unilever

Making Meaningful Relationships At Unilever with Megan Neale (MDE190)

Minter Dialogue Episode #190 This interview is with Megan Neale, Global Head of Engagement Centres for Unilever. She is also co-founder of a start-up, My Digital Customer, providing solutions to bridge the gap between contact centers and the digital channels. In this interview, we discuss how Unilever tackles the challenge of creating meaningful relationships with…

Eurostar e320 Siemens_Velaro_e320

The New Eurostar e320 Train…. A Singular Example of Poor Design          

This winter, Eurostar finally started to roll out its new e320 train. Being a regular Eurostar passenger, I was very keen to experience the improvements. Notably, I was very excited to get wifi onboard...at last. According to their site, the design of the new Eurostar e320 train was created by Pininfarina, "the world-famous Italian design house that creates…