Author Archive | Sampson Lee

Paris 2011: The New Total Customer Experience (TCE)

Blog post by on December 1, 2011 Editor's Pick

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in Paris by Ro King, Global CEM International Partner – the United States …

I Love Amsterdam; Mainland Chinese Love Hong Kong

Blog post by on December 1, 2011

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose. I amsterdam: A City of Differences by Alice Tse, Global CEM Operations …

Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Blog post by on November 30, 2011

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell O’Connor, Global CEM International Partner – Ireland We began our approach …

The Good-Pain and Branded-Pleasure of Paris

Blog post by on November 30, 2011

Wouldn’t it be wonderful if everyone in Paris spoke English reasonably well? Mussels in Paris Whenever I visit Paris, I stay in the same hotel. There is a restaurant near the hotel that I never miss – …

Air Asia and Touch-point Experience

Blog post by on September 15, 2011

Candice Chee (Global CEM International Partner – Singapore) and her kids feel they were treated unsatisfactorily during an in-flight experience on Air Asia — during one of the touch-point experiences in the “In-Flight” life-stage. This section describes …

Lufthansa and Total Customer Experience (TCE)

Blog post by on September 9, 2011 Editor's Pick

The personal experience of Silvana Buljan (Global CEM International Partner – Spain) and her two daughters on Lufthansa, highlights an intriguing topic – when does the total customer experience start and end and how can TCE be …