In May 2016 I gave a Tedx talk at Tor Vergata in Rome, the University I graduated from with a Master in Business Economics in 2002. TedxTorvergataU 2016 had the theme “New Models of Life. Resist the Usual. Be Unexpected”. I spoke about Happiness Driven Growth, a... Read More
From Obama to Trump through the Dakota pipeline: the opportunities organizations used or missed to connect with their customers and the key lessons you can take and apply in your company With so much going on in the last month, it has been hard deciding where to put... Read More
In this post, we share an exceptional customer service leadership example witnessed a few weeks ago while we were in Tirana (Albania) to deliver the first Contact Center training jointly designed and delivered by Wow Now (Rosaria Cirillo) and EarlyBridge (Kathy van De... Read More
Relaxing on the couch this Sunday afternoon, I open Facebook to share some holidays pictures and the first thing I notice in my news feed wall is that three friends have shared the same video with comments like “best laugh ever”. I’m intrigued and... Read More
What does it take to run a successfully NPS journey towards customer excellence? How do we move from NPS (score obsession) to Customer Experience focus? How do we use NPS to accelerate our journey towards becoming a Customer Experience driven company? What do we need... Read More
About our series Branded Customer Experience Management methodology by Sampson Lee This is part II of a two-post series about Branded Customer Experience Management methodology by Sampson Lee. In the first part of this series, I discussed using eight key takeaways... Read More
My mission is to bring more happiness in the world by removing frustrations and inefficiencies that happen during customer-company interactions and by creating & delivering WOW experiences instead. I believe that happiness is "when what we think, what we say, what we do and WHAT WE EXPERIENCE are in harmony" hence I want to make our experiences as customers have the highest contribution possible to our happiness.