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…

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Using Artificial Intelligence to Enhance Customer Service with Mikhail Naumov & Digital Genius

Minter Dialogue with Mikhail Naumov This interview is with Mikhail Naumov, 27, and already a serial entrepreneur, pioneering in the use of artificial intelligence for customer service. Mikhail is a contributor at Forbes and was recognized this year as one of Forbes’ 30 Under 30 in enterprise tech. In this podcast, we explore the state of…

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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…

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How and Why Customer Care Can Lead Digital Transformation – Celine Dumais at L’Oreal USA (MDE189)

Minter Dialogue Episode #189 This interview is with Celine Dumais, in charge of Customer Care for L’Oreal USA, but with a wider strategy role for customer care for the Americas. In this podcast, we talk about the challenges of customer care service, how customer care can be a leading thrust in the transformation of the…

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Behind the Scenes with AJ Brustein at Wonolo, On-Demand Staffing App (MDE183)

Minter Dialogue Episode #183 This interview is with AJ Brustein, co-founder and CEO of Wonolo, Work Now Locally, an on-demand staffing app that connects businesses with temporary workers. AJ was previously Global Senior Brand Manager at Coca-Cola before leading the Innovation Accelerator at Coke where he created and then externalised Wonolo. An award winner at…

Why customer service is the new marketing!

Some brands have a nasty habit of considering customer service as only a necessary evil. For such brands, it is a headache and cost center that is better outsourced whenever possible. Instead of shutting up and going away, in this internet-enabled world, customer service has spawned new channels, exposing organizations that are not customer centric. According to Twitter,…

Insights from Nick Wheeler, Owner and Chairman of Charles Tyrwhitt (MDE177)

Minter Dialogue Episode #177 This interview is with Nick Wheeler, founder, owner and Chairman of Charles Tyrwhitt (pronounced Tirrit), the privately held men’s fashion brand, based in London. The story of Charles Tyrwhitt is loaded with great lessons learned and certainly is an example of how to evolve and thrive in these changing times. In this conversation,…

Branding Gets Personal – Why We All Need To Get More Personal

In 2010, I wrote for the first time about what it means when Branding Gets Personal. Some companies and cultures prefer to keep what is personal at home and to keep everything at all professional and all business. Evermore, however, I believe that brands need to find ways to bridge the professional and personal Rubicon. Yes,…