Sampson Lee
Sampson Lee
Sampson Lee founded the world's first CX certification program and invented PIG Strategy. You can now download his innovative CX book PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution for FREE
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,...
Ice Cream, Airlines and x-VOC: Don’t Settle for So-So Customer Experiences at Touch-Points
I prefer traveling on Dragonair, a regional airline operating in Greater China and acquired by Cathay Pacific in September 2006. Why? I like the...
The Smell of French Fries: Fast Food Restaurants Ignore the Integrated Sensory Experience
When I was a kid, I passed by McDonald's during my daily route to school. The tempting smell of french fries seduced me, compelling...
Ikea Represents a New Wave in China, a Branded Experience
I recently had two unpleasant buying experiences at stores in China. One was at Ikea, where I went to buy office furniture, and the...
One Cup of Coffee, 20 Experiences: Take a Tip From Starbucks
Until recently, I was not a coffee lover. In that way, I'm not very different from others in mainland China. China has a deep-rooted...
CRM Is Not CRM in China: Five Challenges for the Industry in 2006 and Beyond
It is always interesting to compare CRM in Greater China and CRM in the United States. The main differences are the quality of data—or...
How Do You Evaluate Your CRM Implementation?
Let me ask you one question: Do you have a CRM evaluation method or a full set of measurement metrics to judge how good...
CRM in China? Here’s Why It Has a Few Years To Get There
Based on our field experiences and the Best CRM Practice Evaluations in the past four years, it's clear, even without direct research, that the...