Sampson Lee

What Really Drives Customers to Buy From Louis Vuitton Again?

In a recession, a "spend less" philosophy is nearly equal to smart living. Especially for "unnecessary items" like luxury goods, your rational brain will...

Building a B2B Purchase Experience Model in a Recession

The objective of this post is to share with you the beauty of building an effective B2B purchase experience model*1. This model gives...

Moments of Buying @ Starbucks

Since most purchases are driven by emotions--the conventional measurement methods either focus narrowly on selling process, or measure customer satisfaction on products, services and...

Moments of Buying: Why Improving Satisfaction May Not Help Sales

"If we could sell our experience for what they cost us, we'd all be millionaires" —- Abigail Van Buren (1918- ) We have a...

To Create Advocates, You Have to Differentiate Your Organization

Most (efficient) companies are delivering homogeneous experiences. They are focusing on raising the service level to follow the voice of customers or to match...

Beyond Customer-Centricity: Achieve 93% Net Promoter Scores by Delivering a Branded Experience

Our focus is not on profitability. Our focus is on the consumer. If we can find a way to give them what they want...

Moments of Truth Experience: X-MOT

Most automotive dealers are efficiency-driven, but it does them no good. Their efficiency helps neither customers nor manufacturers. Why? Diminishing Returns On Service Investments....

Dell Is Not Alone: Most Companies Are Efficiency-Driven

Is your company delivering an effective customer experience? Most companies aren't. They are using the conventional approaches that result in ignoring the emotions of...

Segment Your Customers to Deliver a Branded Experience

Figuring out who your own business's target customers are is the first—and probably the most important— decision in you'll have in managing the customer...

Are Starbucks’ Prices Too High?

Should Starbucks lower its prices? If you ask people what they think about Starbucks—and we did—you hear a lot about price: "Just overpriced coffee. Would...

IKEA: A Branded Experience Is More Important Than Customer-Centricity

The IKEA mission is to produce quality furniture at affordable price. After my 2006 article, IKEA's Branded Experience came out, I heard from readers in...

Sheraton–An Un-Branded Complaint Experience

Nowadays, many companies are putting priority on getting things right in the first time and at the first place. They hire the best...

Is Louis Vuitton Delivering an Effective Experience?

Ladies love Louis Vuitton, especially in Asia. However, based on my informal surveys by asking the audience when I conduct training and conference in...

The Paradox of Happiness

Carl Jung (1875-1961, Swiss psychiatrist) said, "Even a happy life brings some darkness and the word happy would lose its meaning if it were...

Most Call Centers Are Too Efficient to Be Effective

From the customer's point of view, what is the perfect support call experience? When I'm the customer, I believe my call should be picked up...

Love and Hate Drivers–Multiple Touch-Point Experience

What drives us love or hate a particular touch-point experience? Recently we've conducted two customer experience surveys on two key touch-points--Inbound Call and Online Experiences....

The Zidane’s Head Butt

How powerful are our Emotions? When we saw Zinedine Zidane head butt Marco Materazzi in the World Cup final in 2006 summer, we witnessed an...

A Lousy Speaker

As a business executive, I think most of us have been requested or invited to speak publicly, no matter it's for a client brief,...

We Need More Pain

Well, it doesn't sound right and logical. But think about the queuing up at Starbucks, DIY service at IKEA and flights without meals on Southwest--these...

Design a Differentiated Online Experience: Insights from eBay China and Taobao

Every year, I travel from Shanghai to Singapore several times and choose between Singapore Airlines and several Chinese airlines. Although I prefer Singapore Airlines,...

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