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
Customer-centricity is Greed-in-disguise
"Balanced-life is greed-in-disguise - if you want to be outstanding - and so is customer-centricity." I don't want to be an average father; I want...
A Strategic View of How to Allocate Resources to Various Social Media
I will organize the silos into an integrated whole. To look at an organization meaningfully, we must first derive the importance levels of...
Managing Your Brand and Social Media with One System
I define Brand as a perception—generated by the aggregate customer experiences across all touch-points and covering the entire customer lifecycle. Social media is...
Social Media Under One Roof: Integrate Social Media with Total Customer Experience Model
If your primary objective is to learn how to ride the wave of social media to enhance the customer experience within a specific touch-point...
How Customer-facing Departments Rise, in a Down Economy?
This paper is not written for CEOs. I intend to write to the heads and leaders of customer-facing departments, such as service, sales,...
What Should You Do to Drive In-store Sales During a Recession?
"What should you do to drive in-store sales during a recession?" A. Make customers feel more satisfied B. Cut prices significantly C. Reduce customer pain…
Designing an Integrated TCE (Total Customer Experience) Model for Financial Services
Is your company delivering an integrated total customer experience across multiple touch-points and channels? Most companies aren't. They are using conventional approaches...
Building an Effective Total Customer Experience Model for Telecom Operators
Is your company delivering an effective total customer experience across multiple touch-points and channels? Most companies aren't. They are using conventional approaches that drive...
Is IKEA a Listening Company?
This article is not about listening or not, it's about listening to the right things ("unique listening") and in some cases, not listening. Because...
What Really Drives Customers to Buy From Louis Vuitton Again?
In a recession, a "spend less" philosophy is nearly equal to smart living. Especially for "unnecessary items" like luxury goods, your rational brain will...
Building a B2B Purchase Experience Model in a Recession
The objective of this post is to share with you the beauty of building an effective B2B purchase experience model*1. This model gives...
Moments of Buying @ Starbucks
Since most purchases are driven by emotions--the conventional measurement methods either focus narrowly on selling process, or measure customer satisfaction on products, services and...
Moments of Buying: Why Improving Satisfaction May Not Help Sales
"If we could sell our experience for what they cost us, we'd all be millionaires" —- Abigail Van Buren (1918- ) We have a...
To Create Advocates, You Have to Differentiate Your Organization
Most (efficient) companies are delivering homogeneous experiences. They are focusing on raising the service level to follow the voice of customers or to match...
Beyond Customer-Centricity: Achieve 93% Net Promoter Scores by Delivering a Branded Experience
Our focus is not on profitability. Our focus is on the consumer. If we can find a way to give them what they want...
Moments of Truth Experience: X-MOT
Most automotive dealers are efficiency-driven, but it does them no good. Their efficiency helps neither customers nor manufacturers. Why? Diminishing Returns On Service Investments....
Dell Is Not Alone: Most Companies Are Efficiency-Driven
Is your company delivering an effective customer experience? Most companies aren't. They are using the conventional approaches that result in ignoring the emotions of...
Segment Your Customers to Deliver a Branded Experience
Figuring out who your own business's target customers are is the first—and probably the most important— decision in you'll have in managing the customer...
Are Starbucks’ Prices Too High?
Should Starbucks lower its prices? If you ask people what they think about Starbucks—and we did—you hear a lot about price: "Just overpriced coffee. Would...
IKEA: A Branded Experience Is More Important Than Customer-Centricity
The IKEA mission is to produce quality furniture at affordable price. After my 2006 article, IKEA's Branded Experience came out, I heard from readers in...