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

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

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

Best Ways For Getting Digital Transformation To Work with Barney Loehnis (MDE225)

Minter Dialogue with Barney LoehnisBarney Loehnis is a thought leader and the Global Digital Leader (CDO) at Mercer, one of the top 10 consultancies in the world. With a mixed background in industry and agency, in Europe, Asia and the … 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

Peugeot’s Drive To Tennis – Immersive Experience or Experiment?

Peugeot is promoting an “immersive tennis experience” as part of its showroom and online activation. As you can imagine, it’s a rather digital experience. Given my love of tennis and my familial link to Peugeot, I had to check it out. For … Continue reading

Improving the Customer Experience with Adrian Swinscoe (MDE160)

Minter Dialogue Episode #160 This interview is with Adrian Swinscoe, a consultant, speaker and author of Rare Business, which also happens to be the name of the consultancy he runs. Adrian has a long track record working with small and … Continue reading

Customer Service – how to overcome the challenges of embedding the customer journey into business

If I asked you to think of companies that are proud of their “innovation” reputation, who comes to mind? Probably quite a few companies. Chances are that they boast about their renowned product prowess as well as the excellent career paths they offer … Continue reading

Luxury Customer Experience at Les Galeries Lafayette

I was in the Galeries Lafayette, in Paris, last week to find a specific Christmas present for my wife and felt decidedly disoriented as I walked in. Happily, there was a map on the wall with, as a bonus, a geolocation … Continue reading

3 keys to creating a superior user experience

With the massive proliferation of sites and apps, most will suffer the ignominy of remaining incognito. For some, they may think of themselves as the world’s best kept secret. For others, I would argue, it is just as well!  Why? Because … Continue reading