Multivlaai birthday cake ordering Past Tuesday 18th was my birthday and my son too. Yep I got to spend a very exciting birthday 5 years ago with a very special gift (a little clone just as stubborn as I am)! Now, as a working parent with a modest creative mind who... Read More
About this series: I summarise answers to the most frequent and important questions that I saw coming up when it comes to the WHY, WHAT, WHEN, WHO, HOW and BUT of NPS (as Net Promoter System & Spirit, not just Net Promoter Score) so that you can create the program... 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
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
This post opens and is part of the “Experience quick review” series, which will be about the experiences I live as customer. The feedback I provide here about the Experience, while reflective of years of knowledge and expertise in the field of designing... 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 into 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, what we feel, and WHAT WE EXPERIENCE are in harmony", hence I want to make our experiences as customers and employees have the highest contribution possible to our happiness.