Sampson Lee

Why a Wise CEO would Never Buy-in CX

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals...

Stop Practicing the Conventional Customer Experience Management – Part 4

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals...

Stop Practicing the Conventional Customer Experience Management – Part 3

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals...

Stop Practicing the Conventional Customer Experience Management – Part 2

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals...

Stop Practicing the Conventional Customer Experience Management – Part 1

Why is there a high failure rate of customer experience (CX) initiatives? And why do most CEOs not buy into CX? Because CX professionals...

An Unimaginable Strategy for Building a Great Brand

Blue Ocean is about using value innovation to reach new and untapped market. It sounds exciting, especially in today’s highly competitive environment and many...

Disneyland: Why Waste Resources on Things Customers Can’t Recall

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my...

Stop Trying to Eliminate Customer Effort

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand...

Are CX Professionals Expendable? No Way!

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that "Two trends were found...

Enlarge Pleasure-Pain Gap to Sustain Your Blue Ocean

It’s difficult to create a Blue Ocean. Even if you created one, it soon turns red. Why? The common explanation: innovations are copied. The...

Manage Branding by Chief Experience Officer

On a typical summer day in Hong Kong, the weather is hot and humid with lots of sunshine. I take...

Telecom Nightmares

I travel around the world to deliver our global CEM certification program, attendees from over 60 countries on six continents...

Pain Is Good

Pursuing Excellence, Customer Centricity and Continuous Improvement are obsolete. These conventional approaches are obsolete because they are ineffective ...

Customer-Centricity Is Not the Solution; It’s the Problem

I just read a blog post by Bob Thompson titled "Starbucks is customer-centric, because it listened… to ME." To summarize the post in a...

Paris 2011: The New Total Customer Experience (TCE)

Ro King and her niece explore Paris through emerging channels and touch-points in the era of Internet—managing your brand equals managing the TCE. Summer in...

I Love Amsterdam; Mainland Chinese Love Hong Kong

Alice Tse loves Amsterdam and Mainland Chinese love Hong Kong for different reasons; identify your battles – touch-point experiences – to win and to...

Dubai: Belly Dancing, the Arabian Desert, and the TCE Model

Brownell O'Connor travels to Dubai experiences the city through various touch-points—a brand is perceived through the total customer experience (TCE). Business Traveller to Dubai by Brownell...

New York as a Brand: Great Cities are Great Brands

Marco De Veglia perceives the Big Apple as a brand. We perceive a city in the same way we perceive a brand—a city...

The Good-Pain and Branded-Pleasure of Paris

Wouldn't it be wonderful if everyone in Paris spoke English reasonably well? Mussels in Paris Whenever I visit Paris, I stay in the same hotel. There...

American Airlines and the Dynamic TCE (Total Customer Experience) Model

Surprisingly, it is the lounge experience that has driven John Chisholm (Global CEM International Partner – United States) to fly again and again with...

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