Sampson Lee

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...

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...

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...

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...

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...

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...

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 —...

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...

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...

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...

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...

Customer-centricity is Greed-in-disguise

"Balanced-life is greed-in-disguise - if you want to be outstanding - and so is customer-centricity." I don't want to be an average father; I want...

A Strategic View of How to Allocate Resources to Various Social Media

I will organize the silos into an integrated whole. To look at an organization meaningfully, we must first derive the importance levels of...

Managing Your Brand and Social Media with One System

I define Brand as a perception—generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is...

Social Media Under One Roof: Integrate Social Media with Total Customer Experience Model

If your primary objective is to learn how to ride the wave of social media to enhance the customer experience within a specific touch-point...

How Customer-facing Departments Rise, in a Down Economy?

This paper is not written for CEOs. I intend to write to the heads and leaders of customer-facing departments, such as service, sales,...

What Should You Do to Drive In-store Sales During a Recession?

"What should you do to drive in-store sales during a recession?" A. Make customers feel more satisfied B. Cut prices significantly C. Reduce customer pain during a purchase experience D. All of...

Designing an Integrated TCE (Total Customer Experience) Model for Financial Services

Is your company delivering an integrated total customer experience across multiple touch-points and channels? Most companies aren't. They are using conventional approaches...

Building an Effective Total Customer Experience Model for Telecom Operators

Is your company delivering an effective total customer experience across multiple touch-points and channels? Most companies aren't. They are using conventional approaches that drive...

Is IKEA a Listening Company?

This article is not about listening or not, it's about listening to the right things ("unique listening") and in some cases, not listening. Because...

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