Sampson Lee

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 the above E. None of the above Keep your answer. You may think…

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 that drive departmental or functional silos in delivering inconsistent and disintegrated experiences; demand more and more resources in order to...

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 departmental or functional silos in delivering inconsistent and disintegrated experiences; demand more and more resources in order to stay in...

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 to blindly do what the customers asks may run counter to the right strategy for your company. If you ask people...

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 tell you to keep such temptations out. This poses a severe challenge for all luxury brands. What should they do...

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 you three distinctive advantages, which are particularly important in a recession: Understanding how B2B customers buy; Managing B2B purchase experiences with...

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 related attributes--there is a wide gap between how customers buy and what companies measure. We recommend a...

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 common belief that if customers are more satisfied, they tend to buy more from us. It implies satisfaction and...

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 industry standards, and ignoring their own unique competitive advantages. Great (effective) companies turn satisfied customers into advocates——beyond customer-centricity——by delivering a...

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 better than anybody else, what can stop us? —James Press, Vice Chairman and Co-President, Chrysler Nowadays, most business leaders echo...

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. Most of the time when considering any investment, people ask the same fundamental question, "What is the expected ROI...

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 the customer. The approaches, driven by efficiency and the need to comply with "standards," typically go against human nature and...

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 experience. Harrah's casino discovered that its high-value customers are not the high rollers but, instead, those people who spent between $100...

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 not make me badmouth it, simply not go there often." "I tend to go to Starbucks when I travel, especially…

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 different part of the world who had similar emotions. I wrote how I hate the IKEA in-store shopping experience and...

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 possible people, put the best system in place, aiming to get the most beautiful satisfaction scores in their management report....

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 US and Asia, most say they don't enjoy, some even say hate, the shopping experience at LV retail stores. Though...

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 not compensated by some sadness." Human beings are comparison animals, whether we feel good or bad and to what extent...

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 by a customer service representative—yes, a human being, not interactive voice response (IVR)—in a few seconds. He or she must...

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 call center customer experience survey was jointly conducted by Australia-based CallCentres.net and Global CEM in March 2007, and the...

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