Mikko Eerola, CMO at Idean: A design agency that obsesses about customer experience (MDE139)

Minter Dialogue Episode #139 — This interview is with Mikko Eerola, CMO of Idean, a global design firm, based in Helsinki, Finland. Idean works with the world’s leading companies, helping them to create long-lasting relationships with their customers, through enchanting … Continue reading

New: First ever Google store, opens in London

The blurring of the lines between off and online continues (notwithstanding the blurring of the lines between Marvin Gaye and Pharrell Williams). We have seen many examples where URL is meeting IRL. For example, we have seen how NetaPorter and … Continue reading

Retail Trends – Looking at the challenges of digital in retail with Mark Brand of Thoughtworks (MDE137)

Minter Dialogue Episode #137 — This interview is with Mark Brand, Retail Analytics Director at Thoughtworks, a privately held company with 3000 employees, based out of Chicago and with offices in 12 countries. In this interview, Mark and I talk … Continue reading

The 7 sins of using digital in retail

With the shopping experience in deep mutation, the use of digital in retail (such as new devices, tools and platforms) is becoming a strategic issue for many retailers. As obvious as the opportunities may seem to use digital to enhance the customer … Continue reading

The 7 Golden Rules Of Using Digital In Retail #digitail

The use of digital tools, devices and platforms to enhance the retail experience seems like an obvious strategic fit. From the consumer’s standpoint, it is increasingly a must. Yet, brands are only timidly making forays in digital in retail (aka”digitail“). … 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

Digital in Retail: What does it take to get it right?

Most serious retailers are now looking deeply at ways to go “digitail” aka exploit digital in retail. In other words, they are looking for ways to use and ‘manage’ digital tools, devices and platforms in the retail space for good business effect. To … Continue reading

Free wifi access in Public – how to make the best user experience

If digitail (digital in retail) is still an embryonic science, it is estimated that around 20-30% of stores in the US now provide free wifi access. For the remainder, reasons why retailers or mall owners (and the like) have not … Continue reading

Digitail Fail: One easy thing retailers need to fix as we enhance retail with digital tools

As brands and retailers continue to up their game in stores via digital tools and devices (aka digitail), one can still observe that they are playing catchup with their consumer. It’s easy to tell how uncomfortable a brand is with … Continue reading