sampson_lee

 

The Effective Experience

Sampson Lee, G-CEM
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Sampson Lee, the founder of G-CEM (Global Customer Experience Management Organization). G-CEM offers Total Customer Experience (TCE) Evaluation, and conducts the only continuously-running Global CEM Certification Program in London, Amsterdam, Paris, Dubai, Hong Kong, Shanghai, Singapore, and San Francisco. [ TCE (Total Customer Experience) Model Building e-Workshop for Financial Services ]

 
Member for 2 years 30 weeks
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User points: 2175
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Recent Posts
  • Title
    Building an Effective Total Customer Experience Model for Telecom Operators
    Type
    Article
    posted
     May. 29, 2009;
     9
    comments
    body
    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...
  • Title
    Is IKEA a Listening Company?
    Type
    Article
    posted
     Mar. 13, 2009;
     3
    comments
    body
    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...
  • Title
    What Really Drives Customers to Buy From Louis Vuitton Again?
    Type
    Article
    posted
     Jan. 30, 2009;
     0
    comments
    body
    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...
  • Title
    Building a B2B Purchase Experience Model in a Recession
    Type
    Blog
    posted
     Jan. 15, 2009;
     1
    comment
    body
    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...
  • Title
    Moments of Buying @ Starbucks
    Type
    Blog
    posted
     Nov. 12, 2008;
     2
    comments
    body
    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...
  • Title
    Moments of Buying: Why Improving Satisfaction May Not Help Sales
    Type
    Blog
    posted
     Sep. 23, 2008;
     0
    comments
    body
    “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...
  • Title
    To Create Advocates, You Have to Differentiate Your Organization
    Type
    Blog
    posted
     Jul. 19, 2008;
     0
    comments
    body
    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...
  • Title
    Beyond Customer-Centricity: Achieve 93% Net Promoter Scores by Delivering a Branded Experience
    Type
    Blog
    posted
     Jul. 10, 2008;
     0
    comments
    body
    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...
  • Title
    Insights From Credit Card Customers' Experiences: X-VOC Research
    Type
    Blog
    posted
     Jun. 17, 2008;
     0
    comments
    body
    This research takes the form of an online survey. A random sample of 30,000 people was selected and all respondents were asked a series of questions. The survey began on May 21, 2008 and ended on...
  • Title
    Moments of Truth @ Experience: X-MOT
    Type
    Blog
    posted
     May. 13, 2008;
     4
    comments
    body
    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...