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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

Why Promoting Effortless Experience is Not the Right Thing to do for the CX Industry

Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies...

Why It is Unethical to Promote ‘Convenience’

A few months ago, Bob Azman, the former chairman of the board of CXPA, published an article: Is Social Responsibility a Part of Your...

Customer Experience Includes Everything, But Authentic CX Will “Do” Nothing

Let’s face the realities: 1. CEOs scarcely spare enough attention for CX initiatives. 2. CX budgets won’t be adequate as companies’ resources are limited. 3.…

CX Is NOT The Solution; It’s The Problem

When Conventional CX can discern nothing but ‘service’ in brand promises, pleasure peaks and pain points, every CX issue looks like a ‘service’ issue;...

Why Pursuing “Impartial CX” is the Best Customer Experience Strategy for Every Company

In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding…

CX Pros Are Innocent!

In my opinion, there are three long-held beliefs in the customer experience (CX) world which adversely affect the dreams and careers of CX professionals: 1.…

Be Extreme! There’s NO Market for an Average Brand

In my previous article, Ryanair: Achieve Customer Success with One-ply Toilet Paper, I stated the three limitations of customer-centricity and promised to provide a...

Ryanair: Achieve Customer Success with One-ply Toilet Paper

In my opinion, customer-centricity has three limitations: 1. It is exclusive to service-focused/related brands. 2. ...

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...

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...

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