Did you notice how Uber has been in the press a lot over the summer? It just seems to be a magnet for media attention. This is partly because of its tendentious ethics, partly because of the huge numbers bandied around ($66B valuation, $1.3B quarterly loss…);...
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 care service, how...
Would you describe yourself as a business executive, working furiously to drive the business? Are you also an individual who, weeknights and weekends, lives at home? Of course, this description should include most of us. Yet, so many executives somehow manage to...
In today’s busy life where customers have a lot of choice, a heightened level of impatience and limited resources, it is ever more difficult for a brand to achieve consistent customer satisfaction and lasting loyalty, much less customer advocacy. Among the...
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 been downgraded involuntarily on a 10 1/2...