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 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

Why Excellent Customer Service Includes Digital Services

I recently had the great pleasure to stay one night at the Park Hyatt Palace Hotel in Paris. It’s not very often that one stays in a hotel in your home town… and this was no ordinary night. The entire … Continue reading

Making Meaningful Relationships At Unilever with Megan Neale (MDE190)

Minter Dialogue Episode #190 This interview is with Megan Neale, Global Head of Engagement Centres for Unilever. She is also co-founder of a start-up, My Digital Customer, providing solutions to bridge the gap between contact centers and the digital channels. … 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

Behind the Scenes with AJ Brustein at Wonolo, On-Demand Staffing App (MDE183)

Minter Dialogue Episode #183 This interview is with AJ Brustein, co-founder and CEO of Wonolo, Work Now Locally, an on-demand staffing app that connects businesses with temporary workers. AJ was previously Global Senior Brand Manager at Coca-Cola before leading the … Continue reading

Why customer service is the new marketing!

Some brands have a nasty habit of considering customer service as only a necessary evil. For such brands, it is a headache and cost center that is better outsourced whenever possible. Instead of shutting up and going away, in this internet-enabled world, customer … Continue reading

Insights from Nick Wheeler, Owner and Chairman of Charles Tyrwhitt (MDE177)

Minter Dialogue Episode #177 This interview is with Nick Wheeler, founder, owner and Chairman of Charles Tyrwhitt (pronounced Tirrit), the privately held men’s fashion brand, based in London. The story of Charles Tyrwhitt is loaded with great lessons learned and certainly is … Continue reading

Branding Gets Personal – Why We All Need To Get More Personal

In 2010, I wrote for the first time about what it means when Branding Gets Personal. Some companies and cultures prefer to keep what is personal at home and to keep everything at all professional and all business. Evermore, however, I … Continue reading

How to Navigate Digital Transformation in 3 Key Steps

Having accompanied a number of senior executives in setting and driving the digital transformation agenda, it strikes me that many people continue to take it from the wrong point of view. Just like BIG DATA is anything and nothing, can … Continue reading