Sampson Lee

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...

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...

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