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
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...
"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…
Is your company delivering an integrated total customer experience across multiple touch-points and channels? Most companies aren't. They are using conventional approaches...
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...
In a recession, a "spend less" philosophy is nearly equal to smart living. Especially for "unnecessary items" like luxury goods, your rational brain will...
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...
Most (efficient) companies are delivering homogeneous experiences. They are focusing on raising the service level to follow the voice of customers or to match...
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....
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...
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...
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...
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...