Simon Kriss

Don’t Ignore the Most Important Gauge of a Good Customer Service Experience: You

Recently I spent some time with a group of leading executives from various industries across Asia. I asked each of them to remember back to when they wore the clothes of a younger person and they were just starting out in life, probably only...

Anti-Telemarketing Comes to Asia, as Phone Users–and Annoyances–Multiply

While many of the countries in the Western world are fairly well-developed in regard to controlling and legislating telemarketing activities, Asia is well behind. The ground here is fertile for both legitimate, well-planned telemarketing activity and, unfortunately, the kind of scams and unethical behavior...

Serve Customer Service in China With a little “Geert” on the Side

Many years ago, Charles Darwin produced his theory of natural selection. The basic rule that "an organism live or dies by its ability to adapt" is probably the greatest truism for business today. Businesses that are not constantly changing and adapting to the world...

Hofstede’s Five Cultural Dimensions

Many people are now turning to the work done by Geert Hofstede between 1967 and 1973. Working for IBM at the time, the professor collected and analyzed data from more than 100,000 individuals in 50 countries to develop his Cultural Dimensions model. IDV, the first...

Single-Child Policy Puts a New Wrinkle on China’s Call Centers

The China call center industry is set to experience some of the most rampant growth ever seen in call centers anywhere in the world. In a recent white paper, The China Call Centre Industry (which you can download below), I showed how the industry...

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