Sampson Lee

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Sampson Lee

Global Customer Experience Management Organization (G-CEM)

Sampson Lee, the founder of Global Customer Experience Management Organization (G-CEM), created the United States patent-pending Branded CEM Methodology, and delivers the Global CEM Certification Program in Amsterdam, Barcelona, Copenhagen, Dubai, Hong Kong, Istanbul, London, Paris, San Francisco, Shanghai, and Singapore. Next program: Singapore, January 11-12, 2012.

Paris 2011: The New Total Customer Experience (TCE)

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Posted on 2011-12-01

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE.

Photo source: Ro King

Summer in Paris
by Ro King, G-CEM International Partner - the United States

Many teenage girls dream of visiting Paris and this summer, I was able to make that dream come true for my sixteen-year-old niece. We had a long list of things to see and do, so our Paris experience began several months before my niece arrived in Europe. We contacted each other by e-mail, Facebook and Skype to share websites and blogs with...

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I Love Amsterdam; Mainland Chinese Love Hong Kong

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Posted on 2011-12-01

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to lose.

Photo source: www.leaveit2me.com

I amsterdam: A City of Differences
by Alice Tse, G-CEM Operations Director - Hong Kong

'I amsterdam' is the name of the official English-language website for the City of Amsterdam. I easily recall the name because of its creativity and multiple meanings. To me, the word can function as a noun meaning I am part of Amsterdam and it can function as a verb meaning I am experiencing...

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Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

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Posted on 2011-11-30

Brownell O’Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE).

Photo source: www.travelinstyle.com

Business Traveller to Dubai
by Brownell O’Connor, G-CEM International Partner - Ireland

We began our approach to Dubai. The Captain announced that we were 20 minutes ahead of schedule and that was great news..Then the aircraft entered a holding pattern for almost 50 minutes before eventually getting into Dubai – now 30-minutes behind schedule.

Dubai...

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New York as a Brand: Great Cities are Great Brands

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Posted on 2011-11-30

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city is a brand.

Photo source: www.123rf.com

When Cities are Brands, Not Places
by Marco De Veglia, G-CEM International Partner - Italy

Some places are called “The New York of [insert country]”.

Some things are done in a “New York style” or even in a “New York minute”.

New York is not just a city (at least not any more). It is an idea, a concept, a meme, a brand.

In New York, your experience is heavily...

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Good-Pain and Branded-Pleasure of Paris

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Posted on 2011-11-30

Wouldn’t it be wonderful if everyone in Paris spoke English reasonably well?

Mussels in Paris
Photo source: taoofmeringue.blogspot.com

Whenever I visit Paris, I stay in the same hotel. There is a restaurant near the hotel that I never miss – they specialize in mussels.

When I look for lunch, I am always attracted by the seductive photos of mussels outside the restaurant. I don’t hesitate for a moment: my legs follow my heart into the restaurant. Old pictures haunt the walls, the founder smiling fondly surrounded by piles of mussels. The interior decoration is simple, bright and clean; and the atmosphere is relaxed....

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American Airlines and the Dynamic TCE (Total Customer Experience) Model

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Posted on 2011-09-23

Surprisingly, it is the lounge experience that has driven John Chisholm (G-CEM International Partner – United States) to fly again and again with American Airlines for 25 years. When we add the importance levels—the third dimension—on top of touch-point experiences and channels, we transform a static TCE Model [1] into a dynamic one.

Figure 1 – Dynamic TCE (Total Customer Experience) Model—Airlines

My KLM...

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KLM (Air France) and the Static TCE (Total Customer Experience) Model

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Posted on 2011-09-23

Annemiek van Moorst (G-CEM International Partner – The Netherlands) and her partner were most concerned with the local newspaper, Italian bread, and an unpleasant odor on a KLM flight. These were the deliverables of different channels or functions during their in-flight experience. When we map all the relationships between each touch-point experience and its respective channels, we design a two-dimensional and static TCE Model [1].

Figure 1 – Static TCE (Total Customer Experience) Model—Airlines...

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Air Asia and Touch-point Experience

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Posted on 2011-09-15

Candice Chee (G-CEM International Partner – Singapore) and her kids feel they were treated unsatisfactorily during an in-flight experience on Air Asia — during one of the touch-point experiences in the “In-Flight” life-stage. This section describes the difference between touch-point and sub-process, and explains why it is important for you to understand both when building a TCE Model.

Figure 1 – Touch-point Experiences and Attributes/Sub-processes—Airlines
...

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Lufthansa and Total Customer Experience (TCE)

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Posted on 2011-09-09

The personal experience of Silvana Buljan (G-CEM International Partner - Spain) and her two daughters on Lufthansa, highlights an intriguing topic – when does the total customer experience start and end and how can TCE be divided into customer life-stages then subdivided into touch-point experiences.

Figure 1 – Customer Life-stages and Touch-point Experiences—Airlines

My Lufthansa Experience
by Silvana...

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Total Customer Experience (TCE) for Airlines

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Posted on 2011-09-09

The target audience of this paper is not limited to business executives in the airline industry. Total customer experience (TCE) and “The TCE Model” [1], which I am going to introduce and explore in detail in this document, are applicable in most, if not all, industries and organizations, both commercial and not-for-profit.

Figure 1 – Total Customer Experience (TCE) and Customer Life-stages—Airlines

This is a white paper to introduce the fundamentals of the TCE Model. I shall...

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