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

“The digital disruption will be greater in France than in other countries” by @martelf

In a speech delivered on the occasion of Yahoo’s 20th anniversary, Frédéric Martel, journalist (NPR, France Culture) and author (Smart, Survey of the internets Stock editions, April 2014), said a sentence that piqued my interest: Every time I return from my … Continue reading

Andrew Grill – Getting the social mindset to drive your business (MDE154)

Minter Dialogue Episode #154 — This interview is with Andrew Grill, IBM Global Managing Partner for Social Consulting. A repeat guest (my first podcast with Andrew here) on the show and keynote speaker of worldwide renown, Andrew and I discuss digital … Continue reading

Farce or Fiction – Part 3 of the British Airways Downgrade Saga

In the third (and presumably final) chapter of the British Airways Downgrade Saga (see part one and part two), I was contacted “out of the blue” by British Airways, last week. Since I was not able to take the call, the … Continue reading

Feedback loop – How and why companies can raise their game

The larger brick & mortar companies that are transforming into the digital era typically have their hands very full. It is a tricky path to weave, maintaining the current business flow, while fundamentally changing the longer-term mindset. The leadership teams are working on such … Continue reading

British Airways First Class is more like Last in Class

This may seem like a First World problem, but my experience with British Airways is a great point in case about how visceral and personal a relationship can be with a brand. Two months ago, I had a miserable experience, having … Continue reading

British Airways downgrade – BA’s response will shock you

The BA Saga – Part 2 More than seven weeks have passed since my most unfortunate British Airways downgrade on a 10 1/2-hour flight from London to Austin (Texas). I continue to seek satisfaction from them. Here is Part 1 of the BA downgrade … 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

Where is your CUSTOMER service? A decisive battleground for customer centric brands

A main artery of a truly customer-centric organization has to be customer service. When products (the what you do, as Simon Sinek might say) become marginally distinguishable, the surrounding service and services will indubitably carry a differentiable and valuable impact. It has … Continue reading

The Dangers Of Paying Lip Service To Customer Centricity

Is your company talking more and more about customer centricity? It’s quite the important topic. For executives sitting through last month’s performance review meeting, however, I wonder how often the subject of lost business is properly addressed. Most probably, the notion of … Continue reading