The WIFI User Experience – An Easy Way To Start Improving Your Customer’s Journey

I think you’d agree that access to the Internet has become second nature these days. When you check in at the hotel, receptionists know to indicate the wifi login even before telling where the gym or lifts are located or when breakfast … Continue reading

Is Customer Centricity Really The Answer? Stan Phelps Says Not (MDE249)

Minter Dialogue with Stan PhelpsStan Phelps is a keynote speaker, Workshop Facilitator at PurpleGoldfish, and best-selling author (Purple Goldfish). He’s also a Forbes Contributor, faculty member on ANA’s School of Marketing and serves as an adjunct instructor at Rutgers Business … Continue reading

Who Bears The Cost Of Responsibility? Why Business Leaders Need To Change Their Habits

Last week (July 3), Tencent’s market value dropped $15 billion. On a total base of $330 billion, that’s a 5% haircut. The media’s narrative was that the stock price drop was due to an announcement by Tencent that they were going … Continue reading

How To Divorce An Influencer? Sunsetting Your Influencer Marketing Programme

Marketers everywhere are now getting on the Influencer Marketing (IM) bandwagon. However, many (most) brands are still stumbling along in the process, giving little attention, providing small budgets and handing it off to the intern or maybe an agency to manage. … Continue reading

Wifi On The Mend? Eurostar Wifi Heeds The Call!

Would you not agree that having wifi while you are travelling is beginning to feel more like a requirement than a gift? Being a regular traveller on the Eurostar wifi is important to me. I have forever been one of most vociferous passengers … Continue reading

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 … Continue reading

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 … Continue reading

The Uber Paradox and Fixing Uber’s Critical Achilles Heel

Did you notice how Uber has been in the press a lot over the summer? It just seems to be a magnet for media attention. This is partly because of its tendentious ethics, partly because of the huge numbers bandied … Continue reading

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 … Continue reading

eWalking In Your Customers’ Shoes! A Warning Signal For Executives

Would you describe yourself as a business executive, working furiously to drive the business? Are you also an individual who, weeknights and weekends, lives at home? Of course, this description should include most of us. Yet, so many executives somehow … Continue reading