Sampson Lee

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...

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...

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...

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...

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...

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