Sampson Lee
Why Promoting Effortless Experience is Not the Right Thing to do for the CX...
Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for companies whose brand promises are "fast and easy”). This is because it will lead to three negative consequences: Exacerbate income inequality Reduce…
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 CX Strategy? In response, Contrary Domino’s managing principal Andrew Rudin commented: “We’re dealing with the fallout from Milton Friedman’s essay...
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. VOC is usually disregarded and rarely converted into purposeful actions. You won’t be able to change the status quo with…
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; it solves the wrong problems and creates disasters. Branded Experience vs. De-Branded Experience Customer experience per se does not differentiate brands…
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 of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’…
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. Customer obsession. 2. CX transformation is needed to become a customer-centric company. 3. Improving customer experience will drive business results.…
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 better option in the context of business strategy. In this article, I will feature the recommended substitute: extreme experience. What is...
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. It has perplexing definitions. 3. It is unachievable for most enterprises. The...
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...