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All content posted by sampson_lee

TitleTypeDateViewsComments
H&M Vs. Marks & Spencer: A Comparison on their In-store Shopping ExperiencesBlog2010-03-057290
How Customer-facing Departments Rise, in a Down Economy?Blog2010-01-258970
2010 [Effective Experience Framework 2.0]: From VOC, Branded Experience Strategy, Touch-point Management, to CEM ExecutionBlog2010-01-0512560
G-CEM to Conduct the 23rd Global Customer Experience Management Certification Program in Paris, FranceNews2010-01-026290
What Should You Do to Drive In-store Sales During a Recession?Blog2009-12-1910300
Designing an Integrated TCE (Total Customer Experience) Model for Financial ServicesBlog2009-12-1413270
G-CEM to Conduct the 22nd Global Customer Experience Management Certification Program in Hong KongNews2009-12-126190
Paris, Sydney, New York, Shanghai, Tokyo, London, Amsterdam: Which Cities are More "Branded"?Blog2009-12-066760
Is Price Cut Effective in a Recession? McDonald's Says "Yes"Blog2009-12-0315070
Building an Effective Total Customer Experience Model for Telecom OperatorsArticle2009-05-2950319
Is IKEA a Listening Company?Article2009-03-1340783
What Really Drives Customers to Buy From Louis Vuitton Again?Article2009-01-3070860
Building a B2B Purchase Experience Model in a RecessionBlog2009-01-1540081
Moments of Buying @ StarbucksBlog2008-11-1246992
The 7th Customer Experience Awards Program: Open for Global Entries till November 30News2008-10-2312440
Moments of Buying: Why Improving Satisfaction May Not Help SalesBlog2008-09-2331570
G-CEM Announces Corporate Rebranding: Customer Experience Management Service Provider Launches New LookNews2008-09-1115130
To Create Advocates, You Have to Differentiate Your OrganizationBlog2008-07-1960230
Beyond Customer-Centricity: Achieve 93% Net Promoter Scores by Delivering a Branded ExperienceBlog2008-07-1044510
Insights From Credit Card Customers' Experiences: X-VOC ResearchBlog2008-06-1727550
Moments of Truth @ Experience: X-MOTBlog2008-05-1324494
Dell Is Not Alone: Most Companies Are Efficiency-DrivenArticle2008-04-1438958
Segment Your Customers to Deliver a Branded ExperienceArticle2008-03-0344940
Are Starbucks' Prices Too High?Article2007-11-192964820
IKEA: A Branded Experience Is More Important Than Customer-CentricityArticle2007-10-151990912
Sheraton—An Un-Branded Complaint ExperienceBlog2007-07-2457065
Is Louis Vuitton Delivering an Effective Experience?Blog2007-06-163012316
The Paradox of HappinessBlog2007-06-1237297
Most Call Centers Are Too Efficient to Be EffectiveArticle2007-05-0743820
Love and Hate Drivers—Multiple Touch-Point ExperienceBlog2007-05-0580192
The Zidane's Head ButtBlog2007-04-2842910
A Lousy SpeakerBlog2007-04-2252293
We Need More PainBlog2007-04-1265764
Design a Differentiated Online Experience: Insights from eBay China and TaobaoArticle2007-02-1245362
The Customer Management Awards 2006News2007-01-3122570
Ice Cream, Airlines and x-VOC: Don't Settle for So-So Customer Experiences at Touch-PointsArticle2007-01-2940970
The Smell of French Fries: Fast Food Restaurants Ignore the Integrated Sensory ExperienceArticle2006-11-2763511
Ikea Represents a New Wave in China, a Branded ExperienceArticle2006-08-07131343
One Cup of Coffee, 20 Experiences: Take a Tip From StarbucksArticle2006-06-0547840
CRM Is Not CRM in China: Five Challenges for the Industry in 2006 and BeyondArticle2006-01-2411180
How Do You Evaluate Your CRM Implementation?Article2005-06-2833370
CRM in China? Here's Why It Has a Few Years To Get ThereArticle2005-01-2514960

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