The China Startup Pulse

Building a Holistic Ideal Experience for Your Customers with Michael Lai, PhD, Dean of X Academy & Partner at TANG

Episode Summary

More thoughts are required when cultivating the relationship between the brands and users, from a level of “friendship” to being part of a one big “family”. As such, how can businesses deliver better experiences in this environment? Our guest Michael Lai has a diverse background with over 10 years of consulting experience in the areas of branding, interaction design, service design, and experience design. We will learn more from this interview in terms of how he understands the importance of segmenting your customers, maintaining your perspective and moving at the right speed in today’s society. TANG is an experience strategy and design consultancy focusing on helping clients build a holistic ideal experience for their customers, whose clients have included Fortune 500 companies, startups, nonprofit organizations from financial, consumer electronics, automotive, and education industries.

Episode Notes

More thoughts are required when cultivating the relationship between the brands and users, from a level of “friendship” to being part of a one big “family”. As such, how can businesses deliver better experiences in this environment? Our guest Michael Lai has a diverse background with over 10 years of consulting experience in the areas of branding, interaction design, service design, and experience design. We will learn more from this interview in terms of how he understands the importance of segmenting your customers, maintaining your perspective and moving at the right speed in today’s society.

TANG is an experience strategy and design consultancy focusing on helping clients build a holistic ideal experience for their customers, whose clients have included Fortune 500 companies, startups, nonprofit organizations from financial, consumer electronics, automotive, and education industries.

Show notes:

[03:38] Introduction of TANG

[08:36] Desire for “consumption upgrade”

[11:35] Maintaining your perspective in a fast-paced society

[15:25] Most interesting learning from Michael’s book: “The relationship model”

[18:16] Human resources vs technology component in China

[21:03] Innovate in China, implement it elsewhere out of China

[23:50] Types of companies that are working with TANG

[28:04] Moving at the right speed: speeding up or slowing down  

[31:25] One lesson for startups: segmenting your customers

[34:48] Knowing more about Michael’s book
 
Many thanks to our host Ryan Shuken and Oscar Ramos, guest Michael Lai, editor David and Geep, producer Eva Shi, organizer Chinaccelerator and sponsor People Squared. Be sure to check out our website https://chinaccelerator.com/china-startup-pulse-podcast/

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