Sampson Lee

Member Since: 3rd Dec 2009

Bio

Sampson Lee advocates Authentic CX, invented PIG Strategy, and founded Global CEM Certification Program (The World's First CX Certification). With its content based on Authentic CX and PIG Strategy, Global CEM Certification Program was founded in 2006 and has remained the longest-standing CX certification program in the world. PIG Strategy was first licensed in Belgium and the Netherlands.

Sampson Lee

Founder Global CEM Certification Program

9th Dec 2020

Why it's time to start considering great CX as more than just great service

Whenever customer experience folk say “enhance the customer experience", this rarely amounts to addressing ‘product’ or ‘pricing’ issues...

Management

6th Oct 2020

Does Ryanair deliver poor service or is it a CX success story?

Ryanair has long been criticised for its poor service and is commonly regarded as “Bad CX.” But there’s a new thinking suggests the...

Loyalty

27th Jul 2020

How CX professionals can make themselves indispensable during tough times

Forrester began 2020 by predicting a downturn in the fortunes of the customer experience profession, research director and CX expert Harley...

Loyalty

19th Mar 2020

Why causing customers pain is the most cost-effective way to improve CX

Regardless of how many resources a company has, when it comes to customer experience (CX) strategies, allowing valley (i.e. allowing...

Engagement

6th Feb 2020

Why a major CX misconception is causing customer experience job cuts

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

Engagement

23rd Sep 2019

Why NPS, CES & CSAT aren’t good customer success metrics

A reader of my previous article A customer success mindset can't save CX alone - but it's a start asked me how a customer experience (CX)...

Loyalty

2nd Jul 2019

A customer success mindset can't save CX alone - but it's a start

Customer experience management needs saving. And some are suggesting that a 'customer success' mindset is the answer. However, Sampson Lee...

Engagement

11th Mar 2019

Extreme experience: How brands are achieving customer success without being customer-centric

What is 'extreme experience' and why is it a superior way to drive commercial performance and consumer experience than traditional customer...

Loyalty

25th Feb 2019

What are the three limitations of customer-centricity - and which companies confirm them?

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

Engagement

11th Jan 2019

Can we call Amazon a 'customer-centric' company?

At Amazon’s very early stage, circa year 2000, they began to implement “The best service is no (need for) service” strategy. It’s a great...

Engagement

Why it's time to start considering great CX as more than just great service

Does Ryanair deliver poor service or is it a CX success story?

How CX professionals can make themselves indispensable during tough times

Why causing customers pain is the most cost-effective way to improve CX

Why a major CX misconception is causing customer experience job cuts

Why NPS, CES & CSAT aren’t good customer success metrics

A customer success mindset can't save CX alone - but it's a start

Extreme experience: How brands are achieving customer success without being customer-centric

What are the three limitations of customer-centricity - and which companies confirm them?

Can we call Amazon a 'customer-centric' company?

How do you engage senior leaders in CX?

Are contact centres primed for a revolution?

How to get great customer insights on the cheap

Latest resources