About minterdial

President and founder of The Myndset Company, Minter Dial is an international professional speaker & consultant on Branding and Digital Marketing, working with top brands such as Samsung, Orange, Kering (Gucci, Alexander McQueen, Puma...), L'Oreal and Remy Cointreau around the globe. He is also International Media Director of Netexplo, an observatory of global new technology trends. Prior to the Myndset, Minter led a 16-year international career with the L'Oréal Group – including 9 different assignments in France, England, USA and Canada. Among his assignments at L'Oreal, Minter was MD worldwide of Redken. He ran the Professional Division for the Canadian subsidiary and in his final position at L'Oreal was a member of the Executive Committee worldwide, in charge of Business Development, eBusiness and Education. Minter received his BA in Trilingual Literature from Yale University (1987) and gained his MBA at INSEAD, Fontainebleau (1993).

EasyJet Customer Experience – A failure waiting to happen

As companies continue to inch (literally) ever closer toward greater and greater productivity, I can say that I was only mildly amused when the EasyJet flight attendant on a recent flight cajoled us into listening to the pre-flight safety announcements. As with most of us who travel a lot, we consider these announcements over the loud-speaker as an obligatory nuisance. On this particular EasyJet flight, I decided to put down what I was reading to listen. One specific part of the instructions caught my attention. Not that I am against productivity gains; nor am I against an airline wishing my safety. However, someone needs to revisit and update what must be a rather old script.

In case of emergency landing, take the customary “brace” position, by bending over, placing your head between your legs and tucking your arms around your thighs.

Not being of the circus contortionist variety, I can say that I am just about able to put my chest on my thighs, nothing more. Getting the head to tuck down neatly is a bit of a stretch. And, I am fortunate not to have a pot belly.

Brace for it

Here are the instructions as printed on the plastified sheet in front of each seat (in this case for an Airbus A319/320). Continue reading

Arlington Cemetery – Tomb of the Unknowns Jeopardy Question with some Surprising Answers

Arlington Cemetery Jeopardy Question:

There has been an email circulating for well over 13 years (I found a 2001 reference to this email in a brief Google search).  The email starts:

“On Jeopardy the other night (MD: !), the final question was: “How many steps does the guard take during his walk across the tomb of the Unknowns?” All three contestants missed it! This is really an awesome sight to watch if you’ve never had the chance.”

Tomb of the Unknown Soldier - Arlington CemeteryThe email goes on to give a prolonged and largely true answer. However, thanks to the good work at Snopes, I wanted to put out a cleaner and more accurate version out there.

Working through the Jeopardy archives, the only specific question and date I could find was in episode #4751 on April 11, 2005, which makes the initial email confusing since it would seem to ante-date the Jeopardy question:

“ARLINGTON’S TOMB OF UNKNOWNS: Sentinels at the tomb walk exactly this many steps at a time before they stop & turn”

In terms of my own discoveries, I wasn’t sure if the Tomb is called the Tomb of the Unknown Soldier or the Tomb of the Unknowns. It turns out that it is commonly known by both, but there is no official name.

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Happy spring and happy birthday grandpa! RIP NMD1

Today would have marked my grandfather’s 103rd birthday. Three years ago, we celebrated what would have been his 100th birthday with a magical 24-hour global social experiment!  Here was the result by the way…

Nothing quite as grand today. However, in a case of multiple things to celebrate, it’s also time to celebrate Spring and Twitter’s 8th birthday. Looking back at my very first tweet in April 2007, I was quite surprised to find:

Minter Dial @mdial first tweet NMD1

Glad to know that my first tweet was meaningful (at least to me!). It starts with purpose, I should say. In the realm of lessons learned along the way, I was missing a hashtag (e.g. #WWII) and a link! I can now add the right link! Here’s my grandfather’s story in case you haven’t read about it — in the Smithsonian magazine.

As a sign of appreciation, please do go like my grandfather’s page in honor of the greatest generation!

P.S. if you want to discover your first tweet, go here.

An example of how not to be customer centric @ Heathrow’s Terminal 5

Heathrow Terminal 5 is in need of an urgent look at its customer journey… literally

I recently took a British Airways flight in business class on a brand new 787 “Dreamliner” on one of the first ever non-stop flights between London and Austin Texas (it was for #SXSW2014). I would note that I certainly don’t intend to be complaining about privileged travel in this post. My point is to observe the explicit consequences of not being customer centric. Embarking at Heathrow Airport’s Terminal 5, I was ushered through the “fast track” customs and baggage control without much ado. After collecting my affairs, I noticed that to the right there was the Concorde Lounge, but was informed that it was only for First Class. I was told that the BA Business Class lounge was downstairs, immediately underneath. To get downstairs, you have to go about 60 meters past a row of stores. The escalator down is around the other side. Once downstairs, I headed back from whence I came. Signage was poor. The route was lined with shops, mostly luxury brands such as Gucci, Prada, Harrods (see below). It turns out that the space “immediately underneath” the Concorde Lounge was under construction. No sign of the Business Class lounge.

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President Hollande – There’s a Hole in your Trustworthiness

The latest scandal in France with President Hollande, regarding his First Lady-cum-Second-Girlfriend-cum-Three’s a Party, has brought to the forefront the divide between personal and professional life. In France, the refrain is frequent: what’s personal is private. It’s considered the French touch, a cultural heritage. In an environment where trust is lacking and in a technologically enabled era where transparency is basically a conduit to trust, President Hollande’s secret tryst has made a mockery of the Office of the President.

Trustworthiness in leadership

In evaluating President Hollande’s management of his personal relationship, I think it absolutely matters in terms of gauging his trustworthiness. Not that ‘cheating’ is criminal, but it is certainly not encouraged at school, nor is it admirable or the basis for any solid long-term relationship. Moreover, for his team, it unquestionably has an impact on how they must view him and his sense of fidelity. In an ‘All Boy’s Club,’ maybe that type of behavior will be hammed up in the locker room. But, for a team including women, that has a sense of pride and from whom the leader is looking for total heart and soul commitment, this type of cheating will inevitably have a bearing. Even if it is not officially said to be important, the behavior speaks volumes.


I can only believe that this video above is not legitimate. Surely, with so few views, it’s a fake. But it certainly feels the part!

A Hole in Hollande’s Trustworthiness

I do make parallels between how Hollande managed this affair and what attitudes business leaders need to adopt in order to garner greater trust and to inspire and motivate the workers (or citizens) to follow the vision. In the army, if a soldier doesn’t trust his commander, he won’t feel good about taking the boss’ orders. I tend to believe the same is true of any leader. Sure, one might execute obediently, but the extra step, the extra energy will not be there. I would argue that the President of France has a gaping hole in his trustworthiness. It was there before the Gayet scandal erupted. Now, he has the trust of his very own team to recuperate before even thinking about the trust the population might have put in him.

Trust is intangible but relies on actions

Similarly, in business, engaged employees who live and work around their leader, for at least 8 up to 12 hours a day, need to feel that their leader is trustworthy. In such close quarters, I would also argue that employees will — at least subconsciously — also take note of his/her personal ethics. It’s not possible to separate the two, especially as it regards trustworthiness. If France has made a conscious decision to want to separate private and professional, it comes — at least in part — from its heritage of not wanting the King’s riches and decadence to be generally known by the masses. The French upper crust invoke the code “to live happily, it is better to live hidden.” This is just not a way to garner trust; especially in an era of widening transparency.

Voting for Whollande

For François Hollande, he has shown us throughout his career an inability to commit. What is true in his private life is also true in his public (political) life. Is it not obviously consistent? The natural extrapolation would be that if he treats his First Ladyfriend with such trickery and arctic coldness that he might operate the same way at times with his own team? And, for the electorate, it’s all very well “saying” you don’t care about his private life; then, why did Closer, the magazine that revealed the affair, sell out in the first day? Why has television been galavanting on about the ongoing tryst? Is it not because what is personal is the singular backbone of personality? Politicians, much like CEOs, are mediatic figures. They must accept to live in the limelight. I would argue that they must bring their whole person with them. And, it so happens in a world where digital media helps reveal and spread news, being transparent and demonstrating consistent integrity are the right way to go to build trust, a trust which in polls around the world is so lacking for politicians, business executives and marketers alike.

Ironically, now that Hollande is shifting from Socialist to Social Democrat, personally I am grateful for this latest switch; but will it last?

Daft Punk, The Myndset Digital Marketing & Brand StrategyBTW, is it not beautifully coincidental that the helmeted Daft Punk is a French band that just scooped the Grammy Award for its album? They clearly have the wind in the backs….

P.S. I participated in a “debate” on France 24 television following the press conference at which Hollande was grilled about the Closer revelations.  In case you are interested, here are the YouTube recordings (in two parts): Part 1 and Part 2.

Your thoughts?

Recycled newspapers – Bobo fantasy or true eco-tourism?

On our recent family holidays to Kerala, India, I was struck how several hotels used recycled newspapers. Specifically, I found recycled newspapers being used as bags (for example, for shoes), sanitary bags, envelopes and garbage inserts. The bags were carefully constructed and came with string handles. I can’t evaluate whether these items were playing to the Bobo fantasy* of being ecologically friendly or truly represent a way of saving the planet. In any event, I thought they were effective in their function and provided a nice change from the typical hotel amenities. I didn’t get too much black ink on my fingers either! Have you remarked these types of initiatives elsewhere?

Recycled newspapers India, Minter Dial, The Myndset digital marketing*Bobo = Bohemian Bourgeois

 

A perfect Vine video?

On a recent trip to Los Angeles, I visited The Grove — a rather celebrated shopping center, replete with Apple Store and Nike Running store among others. In any event, at the center, there is a fancy fountain that is musically coordinated. Playing with Vine, I managed to cut an almost seamless video… with a great degree of luck. Hope you’ll enjoy!

Only in Canada: It’s different in Canada… eh?

Only in Canada…

A car crash, special fast food, graffiti, breakdancing, Canadian News, parking, a diary entry, burglary, controversy, knock-knock joke, racism, polo, protest, trapping, driving and two of the funnier GIFs you will find… only in Canada!  Enjoy!

Old sayings that have new meaning!

quote_GANDHI, old sayings, The Myndset digital marketingIn a world of quotations and sayings, it occured to me recently that many of these old dictums have taken on new meaning in this fast-changing world.  Whether because a noun has been co-opted or distorted, or the content of the saying now has a new reference, there are many old sayings that, at the very least, could raise an eyebrow.

Just saying…

Herewith some of my favorites.  I’m sure there are many more, so will be happy to hear about them from you!

  • “A house without books is like a room without windows” (by Heinrich Mann)
  • “All Greek to Me” MD: not anymore with Google Translate?
  • “A lie can travel half way around the world while the truth is putting on its shoes” MD: and then some! (by Charles Spurgeon)
  • “Apple of my eye”
  • “Every Cloud Has a Silver Lining”
  • “I always trust my gut reaction; it’s always right.” (by Kiana Tom) MD: Try big data.
  • “Information is power”
  • “On the Same Page” MD: top 10 results?
  • “Nothing is free”
  • “Quick and Dirty” MD: ePorn
  • “Read a book by its cover” MD: Kindle’s?
  • “Six degrees of separation” MD: check out Mitch Joel’s Six Pixels of Separation if you haven’t already
  • “The best thing about the future is that it comes one day at a time.” (by Abraham Lincoln)  MD: a second at a time…
  • “The smallest minority on earth is the individual. Those who deny individual rights cannot claim to be defenders of minorities.” (by Ayn Rand)
  • “The whole purpose of education is to turn mirrors into windows” (by Sydney J. Harris)
  • “The world is your oyster”
  • “The pen is mightier than the sword”

Would love to hear your favorites in the same vein!

Birthday greetings – How might they evolve?

Last year, August 2012, I recorded all the birthday greetings I received via the various channels and posted the details in this article on TheMyndset. This was not an exercise in self-aggrandisement and/or auto-flattery*. It was to see what and how people are communicating on what is, quite appropriately, a personal and nominative affair!  So, this year, I was curious to evaluate the changes, thinking that it might be a way to capture how things have evolved online.  Between this year and last year, the number of people in my network has grown a bit, but other than on Twitter (+500 or so), the growth is not going to be more than 5% for any one network.

Birthday channels

Below is a table that charts the different birthday greetings year/year on a purely numerical basis.  The numbers below include a few of the belated wishes that trickled in the day after (and thanks to everyone for the kind and wonderful wishes!).

Wishes for Birthday, Birthday wishes, Myndset digital marketing

Facebook domination

Facebook birhday, The Myndset digital marketingFacebook remains the prefered channel for birthday greetings by a highway mile.  What you will observe is that, overall, the major difference year over year is down to Facebook: 183 in 2013 versus 86 last year.  And, no, it has nothing to do with having a banner year or being more loved.  Moreover, the 49th versus 48th year celebrations are both rather innocuous, so that neutralizes another potential reason for any differences.

2013 versus 2012

So, what happened?  Essentially, this year, I changed the settings on Facebook to allow people to write directly on my wall.  Last year, all wishes were automatically transformed into personal FB messages. So, this year, the messages were generally dropped onto my wall.  As we all know, Facebook vets what appears on your wall.  Over the summer, they again made changes, introducing new variables and flexibility in their algorithm, all with an intent to promote engagement.  For the birthday wishes that are posted on the wall, Facebook keeps only the posts with attachments (photos) visible (here is my favorite from my friends at Yopps!).  To read the remainder of the individual wall posts you need to find the last of the day’s posts and on the drop-down, View Individual Stories (as below) specifically linked to Birthday Wishes (courtesy of a parsing by Facebook).  The good news is that neither your own timeline nor your close family are besieged by the friendly barrage of messages.

Facebook birthday wishes, The Myndset digital marketing

Final considerations

If Facebook is the dominant and easiest way to send birthday wishes across all communication platforms, it is not the only way.  The remarkable aspect of the FB network (I have just under 2000 “friends”) is the disparate nature of the people that take the time to say hi and send along wishes.  The FB birthday “system” is presumably more indicative of those who are regular users rather than necessarily your nearest and dearest friends.  All the same, the messages were rather varied and, at times, enjoyably surprising.

As for other nuances on the two year’s “campaigns”:

  • Despite a bigger Twitter base, there was no increase in the personal tweets
  • The SMS continues to be the most personal space, although I received far fewer this year, possibly because I now have two mobile numbers?
  • Skype again surprised me with the number and content of messages
  • Snail Mail is completely AWOL (I received an email from a friend saying that a card was in fact on its way!)
  • Business “social CRM” messages remain rather tame and ineffective (and basically unchanged for those that did it both years).

So, in sum, it seems that Facebook is the place to go for birthday greetings.  If you want to create a more personal message, try SMS or snail mail!  And, otherwise, if you want your message to have a lasting effect on Facebook, add a (preferably funny or meaningful) photo.

If there were one birthday wish I might ask for, it would simply be for you to go by the Facebook page in honor of my grandfather and other members of the Greatest Generation, after whom I was named, and like it, if you feel it merits your click.