Sampson Lee

Why NPS, CES & CSAT Can’t Measure Customer Success

A reader of A customer success mindset can't save CX alone - but it's a start asked me how a CX (customer experience) manager can transition into a CS (customer success) manager. It prompted me to write a new series of articles. In my opinion,...

How Customer Success Can Rescue the CX Industry

Recently I read the article by Bob Thompson, CEO of CustomerThink Corp., Could a “Customer Success” Mindset Save the CX Industry? In it, Thompson points to Forrester’s CX research that demonstrates there is "widespread stagnation" in customer experience levels, while CustomerThink’s own study found...

Four Predictions for Customer Experience in 2019

Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever...

Is Amazon a Customer-centric Company?

If the critical concerns of customers for Amazon becoming a BIG Brother and “too big to fall” are unaddressed, should we attribute Amazon’s huge success to the fact that they have been delivering a branded experience repeatedly and consistently to such a superb level...

When Starbucks became Starfast

When the Starbucks’ experience became fast and efficient -- but no longer relaxing and enjoyable -- does it undermine its "third place" strategy?

Stop Practicing Fake 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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 and companies are not practicing a Real CX. Conventional and Real CX in a Nutshell Many CX professionals currently assess customer…

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 companies are trying to pursue their Blue Ocean. However, not many are successful in creating Blue Ocean. Even for those...

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 15-year-old teenage son and my 86-year-old father-in-law (note 1). There were many laughs and lots of effort expended during this...

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 value is not about effortless. It would generate three negative consequences: Drive a disremembered experience. Damage your brand loyalty. Reduce customers'…

Are CX Professionals Expendable? No Way!

In How Many Customer Experience Professionals Will Survive 2017?, it is stated that "Two trends were found to be particularly similar: of the CX practitioners who said their focus was to encourage their companies ...

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 hidden answer: companies improve pain. Build Up Your Competitive Advantage by Identifying Good Pain and Branded Pleasure Destructive Improvement (Improve Pain)...

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 the subway to a business meeting and when I come out of the station, a sudden and...

Telecom Nightmares

I travel around the world to deliver our global CEM certification program, attendees from over 60 countries on six continents have one thing in common: they have no difficulty sharing their own telecom nightmares, no matter where...

Pain Is Good

Pursuing Excellence, Customer Centricity and Continuous Improvement are obsolete. These conventional approaches are obsolete because they are ineffective in creating memorable customer experiences, differentiating your brand, and building your core competences. What is their common problem? They take...

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 few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with...

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