Creating An Excellent Omnichannel Customer Experience — Case Study #1 For The Banking Customer Journey

There is nothing more pertinent than having a first hand experience to bring to light just how hard it is to create an excellent customer experience. Put another way, it’s awfully easy to screw it up with so many channels and … Continue reading

Innovation, Digital Transformation and Digital Darwinism with Tom Goodwin (MDE275)

Tom Goodwin is a repeat guest on the show — the last one was back in 2014. Since then, it seems that everything has changed! Tom is Executive Vice President and Head of Innovation at Zenith, part of Publicis Media. … Continue reading

Want To Make A Good Customer Experience? How The Customer Journey Goes Wrong!

If you are an online travel agency (OTA) and an airline you work with changes an upcoming flight, you are of course bound to alert your customers of the change. One would have to imagine that’s a regular occurrence at … Continue reading

10 Reasons Why Every CEO Needs To Be More Digital….And Have A Strong Digital Presence

“Why should I bother being on social networks?” asked the CEO of a major organization. “It seems like a major waste of my time when I barely have enough time for strategic thinking.” As the social media landscape continues to evolve, it’s … Continue reading

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

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 Privacy of SMS – How Companies Should Leverage This Channel

When configuring the settings to my phone, I tend to turn off basically all notifications. My conviction is that it is just not advisable or desirable to become the victim of the whims of others. As it is, I get … Continue reading

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 … Continue reading

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 … Continue reading