Joan Yong
Joan Yong
Joan Yong is a seasoned customer experience professional and co-author of the foundational customer experience book, “From Oblivious to Obsessed: Eight Obsessions Every Organisation Must Embrace To Build Customer Loyalty In Asia”.
She has a demonstrated track record in management consulting, market research, and experience design across industries, including retail, F&B, financial, public sector, attractions, and travel.
Her personal motto is to make the world a better place, one experience at a time.
Inspiring CX change
As the famous Henry Ford saying goes, "If you had asked people what they wanted, they would have said a faster horse". While he...
The CX-y Love Affair You Can’t Ignore
Our customers don't often fall in love with us at first sight - or first encounter. Their hearts could have skipped a beat at...
Change Management – For Customers
Upon re-reading the Elizabeth Kubler-Ross 5 stage of grief model, I shuddered. How could it be so accurate in mirroring exactly what I have...
Did You Just Hit A COVID-19 Nerve?!
"People remember how they feel. If you make your audience feel something, they are more likely to remember it" - Simone Heng, global keynote...
#ReallyNoFilter?
Can we truly be 'unfiltered' in the way we judge the moments we experience and the memories we commit to our minds? 10 people may...
Jobs-To-Be-Done_Version-COVID-19
Since I started penning my thoughts on this topic 2 weeks ago, more than 50% of the content has become irrelevant. COVID-19 has brought...