Sampson Lee

Disneyland: Why Waste Resources on Things Customers Can’t Recall

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old teenage son and my 86-year-old father-in-law (note 1). There were many laughs and lots of effort expended during this...

Stop Trying to Eliminate Customer Effort

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. It would generate three negative consequences: Drive a disremembered experience. Damage your brand loyalty. Reduce customers'…

Are CX Professionals Expendable? No Way!

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that "Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies ...

Enlarge Pleasure-Pain Gap to Sustain Your Blue Ocean

It’s difficult to create a Blue Ocean. Even if you created one, it soon turns red. Why? The common explanation: innovations are copied. The hidden answer: companies improve pain. Build Up Your Competitive Advantage by Identifying Good Pain and Branded Pleasure Destructive Improvement (Improve Pain)...

Manage Branding by Chief Experience Officer

On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take the subway to a business meeting and when I come out of the station, a sudden and...

Telecom Nightmares

I travel around the world to deliver our global CEM certification program, attendees from over 60 countries on six continents have one thing in common: they have no difficulty sharing their own telecom nightmares, no matter where...

Pain Is Good

Pursuing Excellence, Customer Centricity and Continuous Improvement are obsolete. These conventional approaches are obsolete because they are ineffective in creating memorable customer experiences, differentiating your brand, and building your core competences. What is their common problem? They take...

Customer-Centricity Is Not the Solution; It’s the Problem

I just read a blog post by Bob Thompson titled "Starbucks is customer-centric, because it listened… to ME." To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with...

Paris 2011: The New Total Customer Experience (TCE)

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 Many teenage girls dream of visiting Paris and…

I Love Amsterdam; Mainland Chinese Love Hong Kong

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 Director - Hong Kong 'I amsterdam' is the…

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

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 to Dubai. The Captain announced that we were…

New York as a Brand: Great Cities are Great Brands

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand. When Cities are Brands, Not Places by Marco De Veglia, Global CEM International Partner - Italy Some places are…

The Good-Pain and Branded-Pleasure of Paris

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 – they specialize in mussels. When I look for…

American Airlines and the Dynamic TCE (Total Customer Experience) Model

Surprisingly, it is the lounge experience that has driven John Chisholm (Global CEM International Partner – United States) to fly again and again with American Airlines for 25 years. When we add the importance levels—the third dimension—on top of touch-point experiences and channels,...

KLM (Air France) and the Static TCE (Total Customer Experience) Model

Annemiek van Moorst (Global CEM International Partner – The Netherlands) and her partner were most concerned with the local newspaper, Italian bread, and an unpleasant odor on a KLM flight. These were the deliverables of different channels or functions during their in-flight experience....

Air Asia and Touch-point Experience

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 the difference between touch-point and sub-process,...

Lufthansa and Total Customer Experience (TCE)

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 divided into customer life-stages then subdivided into...

Total Customer Experience (TCE) for Airlines

The target audience of this paper is not limited to business executives in the airline industry. Total customer experience (TCE) and "The TCE Model" , which I am going to introduce and explore in detail in this document, are applicable in most, if...

Allow Pain, Be Yourself and Unleash Your Full Potential

This is the core message I delivered in my keynote on "Customer-Centricity Is Wrong", to 250 Dutch audience in Amsterdam at the Customer Innovation Event. Dutch are always great; I love Dutch audience, and Dutch and I get along very well. In 2002, I collaborated…

Experience ain’t Everything

Two days before Christmas, I'd my breakfast at McDonald's. I ordered a breakfast-set includes a sausage McMuffin with egg, a hash browns, and a cup of coffee with unlimited refills. The food is hot, the taste of coffee is acceptable, and the restaurant is...

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