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

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

Sephora Flash – Interactive Robot And Digital Experience Explored

I recently visited the new Sephora Flash store, located in central Paris. This pilot “concept” store was opened on October 21, 2015. Not to be mixed up with Sephora’s Flash 2-day eCommerce delivery service, the Sephora Flash boutique is much smaller than … Continue reading

Interview With @odile_roujol, Chief Strategy And Chief Data Officer At Orange France (mde119)

Minter Dialogue Episode #119 — This interview is with Odile Roujol, Chief Strategy and Data Officer at Orange France. This is Odile’s second time on the show; last time it was when she was SVP of Brand and Communications at … Continue reading

A classic case of misunderstanding the consumer decision journey

Marketing is a tricky place to be.  On the one hand, most marketers in position today were not given the training in school to deal with all the new devices, tools and platforms available today.  There’s social media, mobile, search, … Continue reading

Retail is Detail, especially with Digitail (digital in retail)

The expression, “Retail is Detail” has long existed.  As digital becomes integrated into the retail experience, what is being termed as “digitail,” the notion of detail in digitail takes on a whole other scope and, potentially, level of importance.   We … Continue reading