Sampson Lee
Sampson Lee
Sampson Lee founded the world's first CX certification program and invented PIG Strategy. You can now download his innovative CX book PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution for FREE
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…
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.…
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...
KLM (Air France) and the Static TCE (Total Customer Experience) Model
Annemiek van Moorst (Global CEM International Partner – The Netherlands) and her partner were most concerned with the local newspaper, Italian bread, and an...
Air Asia and Touch-point Experience
Candice Chee (Global CEM International Partner – Singapore) and her kids feel they were treated unsatisfactorily during an in-flight experience on Air Asia —...
Lufthansa and Total Customer Experience (TCE)
The personal experience of Silvana Buljan (Global CEM International Partner - Spain) and her two daughters on Lufthansa, highlights an intriguing topic – when...
Total Customer Experience (TCE) for Airlines
The target audience of this paper is not limited to business executives in the airline industry. Total customer experience (TCE) and "The TCE...
Allow Pain, Be Yourself and Unleash Your Full Potential
This is the core message I delivered in my keynote on "Customer-Centricity Is Wrong", to 250 Dutch audience in Amsterdam at the Customer Innovation...
Experience ain’t Everything
Two days before Christmas, I'd my breakfast at McDonald's. I ordered a breakfast-set includes a sausage McMuffin with egg, a hash browns, and a...