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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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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…

Details – The devil in digital marketing : A Eurostar case study

Boosting your travel experience I enjoy travel, despite the myriad hassles*.  Digital is now an integral part of that travel experience.  Thus, I also enjoy pointing out digital marketing initiatives by travel companies. For example, I am a regular on the EUROSTAR between Paris and London. Hat tip number 1: Free wifi at St Pancras…