• Print Friendly and PDF
  • Print Friendly and PDF
Mei Lin Fung

Mei Lin Fung

Institute of Service Organization Excellence, Inc.
Mei Lin Fung, www.isoe.com blogs on ebCEM – evidence-based Customer Experience Management. The Service Leadership Transformation Program developed in an innovative public private partnership with Avaya and Oklahoma State University received the Phillip Crosby Golden Medallion in 27. Her curriculum has been implemented by Microsoft Telesales in China, and Johnson and Johnson in Asia. She designed the first US Department of Labor approved Contact Center Apprenticeship Program in Oklahoma. Blog: Learning to Earn Customer Trust by Mei Lin Fung
  • Homo Sapiens evolving to Homo Socio-Sapiens
    0 comments 329 reads
    Posted on 2013-05-18

    Thoughts for spring..... we are evolving and this is a fast part of a long cycle

    Humans have been evolving and its been happening over so long, the changes have generally been so slow, we mostly don't take it into account in the course of one human life.

    When I compare how I grew up to how my daughter grew up - I biked around the neighborhood every day after school - for fun! She walked to Borders books with friends - and they missed it terribly when the store closed - so much so, they bought souvenirs for each other when they sold the store fittings.

    My social circle was limited to the folks I saw in school, the neighbors and local cousins plus a penpal in New Zealand.

    Her social circle is unlimited - she is part of a tribe she joined on the Internet: At a young age, she wanted to go to LA to be part of the first Youtube conference put on by the Vlogbrothers & friends! So I went and was part of it too. It felt like the average age was 16 years...

    Read More »
  • Tribal Leadership - networking the tribes
    0 comments 323 reads
    Posted on 2013-02-12

    Happy Chinese New Year - the beginning of the year of the snake seems a great time to talk about this book Tribal Leadership - read last night and found very powerful and useful.

    So much so, I was moved to mention put forward ideas triggered by the book in a comment at the blog about horizontal leadership by Charlie Detar at the MIT Center for Civic Media

    Here's the radical thought - Imagine if working with social networks and you were trying to figure out if they are strong and sustainable and growing, or weak and weakening and just hanging on.

    What if you had a way to  track what was going on in participant's mind real time?

    What if you had a way to track what was going on in participant's heart real time?

    And then discovering that we already have a way to do this - it is not automated but we have a way which has been developed over millennia that is...

    Read More »
  • Did you catch all of these? 10 business models that rocked 2010
    0 comments 2,854 reads
    Posted on 2011-01-04
    Cool or not? I'm glad to welcome in 2011 with a first post that will rock your socks.

    These 10 business models are different - one of them I even participated in- AirBnB and its been great. PatientsLikeMe - we've talked about in this blog earlier this year.
    Read More »
  • Social Radio - example from Dell
    0 comments 2,572 reads
    Posted on 2010-12-12
    If we want to build a community, how about thinking beyond a daily newsletter, how about radio?
    Manish Mehta, VP Social Media...
    Read More »
  • Customer Experience in the Government sector: A Marathon not a Sprint
    0 comments 2,542 reads
    Posted on 2010-09-20
    What is your experience of government? Is this familiar when you travel? "you wait in line at least twenty minutes, pushing and shoving... staff... unhappy... people miss their flights". If you travel by air, then standing in the security queue at the airport has to count as one of the most common customer experiences in the government sector. And one of the most dreadful, as Erik Pothuma recounts at www.thesocialcustomer.com

    Why is it so bad? And there are few signs of progress... does no one care?

    As a native Singaporean I have been studying eGov or electronic Government in Singapore since 2002. Then, as I live in the Silicon Valley, USA, I have been able to take an inside look at the Federal Government particularly in the Health sector. And in both Singapore and the USA I have met many smart and caring people in the Civil Service of both countries. I know thousands are working very hard to...

    Read More »
  • Jawdroppingly fun way to generate Customer Experience! Gamestorming - How an idea ignited Starbucks
    0 comments 3,172 reads
    Posted on 2010-07-30
    How cool is this? Just after writing about Health spaces, I find this great social network story about playing games to design new experiences that engage customers -

    Watch this video - and bring innovation and fun into your workplace - AND improve your customer relationships with new ideas from the people who care - employees in your business !
    Read More »
  • Managing Healthcare Through Social Networks
    0 comments 3,841 reads
    Posted on 2010-07-20
    "In nothing do men more nearly approach the gods than in giving health to men." Cicero

    Mari Carmen Domingo of the Barcelona Tech University in Spain, helps us all with a great overview of the actual practice of physician and patient social networks in the e-Health, July 2010 issue of www.computer.org the magazine of the the computer society of the IEEE. Bravo to Mari Carmen. The link above gets you to the abstract and references only, so I'm distributing Domingo's contribution to the wider audience it deserves in the CRM and Health 2.0 world.

    That's such a great closing quote that Domingo chose.... health is one of those things that is not just desirable, it is one of the greatest gifts that we can give ourselves or others.

    "Healthcare social networks provide an active platform for sharing ideas, discussing symptoms and debating treatment options - tasks that together promise to improve patient care."...

    Read More »
  • Re-inventing the purpose of the firm - Customer-centric Capitalism
    1 comments 2,549 reads
    Posted on 2010-05-25
    It is wonderful and highly validating to see Irving Wladawsky-Berger write about this topic and highlighting Johnson and Johnson as a sterling example of a company that has embraced customer-centric capitalism. He even quotes the J&J credo, which readers of this blog may recognize from seeing it here a few years back.

    While we have not quite reached tipping point, social media is tilting in the direction of sustainable Capitalism which Cleverly Centers on Customers....after all Capitalists without Customers are Capitalists without access to Capital! :-)

    Wladawsky-Berger's whole article is well worth reading - tip of the hat to Alvis Brigis for pointing it out recently in his blog.

    I'm invested

    Read More »
  • What is Twitter, a Social Network or a News Media?
    0 comments 2,348 reads
    Posted on 2010-05-07
    Great analysis. Tip of the Hat to Alvis Brigis for alerting us.
    Check out this SlideShare Presentation:
    What is Twitter, a Social Network or a News Media? Read More »
  • Visualizing information - highlighting SAS as a mindful learner
    0 comments 2,038 reads
    Posted on 2010-04-18
    With the information explosion - there is hope - I want to highlight SAS as a company who is taking a mindful learning approach to this difficult topic.

    Thanks to Rich Razon at Pureshare, I found Stephen Few's great analysis of healthcare costs - interactive and drill down-able.


    Stephen explains how he developed this in a downloadable pdf.


    Enjoy!


    I'm invested

    Read More »
    • View all posts
    All posts by Mei Lin Fung     Connect:
    • rss
    Loading