Sampson Lee

Member Since: 3rd Dec 2009

Bio

Sampson Lee boldly proclaimed that conventional CX is just service-in-disguise and untiringly preaches Real CX. Sampson invented the Branded CEM Method that was first licensed in Belgium and the Netherlands. Lee founded the world's 1st CX certification which has run CX workshops in 19 international cities and certified business executives from world reputable companies across six continents. Register for the next CX workshop >

Hong Kong CX workshop: March 28-29

Sydney CX workshop: April 1-2

Sampson Lee

World's 1st CX Certification founder

Global CEM

11th Jan 2019

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

When it comes to deciding if Amazon is truly customer-centric, can we reconcile Amazon's great service experiences with its aggressive...

Engagement

29th Oct 2018

Is a branded experience more important than customer-centricity?

Does it make more sense for brands to 'delivering a branded experience' (i.e. when a brand delivers its promise) instead of 'putting the...

Engagement

22nd May 2018

Why CX must not be the responsibility of customer service or marketing

The positioning of CX has to be strategic, not functional, in order for it to be successful, says Sampson Lee. Why is there a high failure...

Engagement

30th Apr 2018

How to operationalise and simplify customer journey mapping

Many CX professionals are now building sophisticated models of customer journey maps. However, sophisticated things are usually difficult...

Engagement

13th Apr 2018

Why many customer experience professionals are irresponsible

Are many CX professionals prone to the same impulsive judgements that assume all problems are service-related? Why is there a high failure...

Engagement

26th Mar 2018

Why your CX may be suffering from double standards

Why is there a high failure rate of customer experience (CX) initiatives? Are they being hampered by a double standard related to brand...

Strategy

12th Mar 2018

Stop getting CX wrong: Why conventional CX is just service-in-disguise

Customer experience initiatives have a high failure rate. Is it because they are too focused on serving customers better, at the expense of...

Engagement

14th Nov 2017

How Disneyland's CX strategy creates memories to replace the rotten reality

A few years ago, I took a summer vacation to Disneyland Hong Kong with my extended family, a total of 13 people including my 15-year-old...

Engagement

11th Oct 2017

Lessons from the leaders: How to aggravate customer pain for commercial gain

Last month, MyCustomer examined how brands such as IKEA and TK Maxx are thriving, despite delivering painful customer experiences . In this...

Loyalty

5th Apr 2017

Customer effort is good: How successful brands make their customers sweat

This is the second piece examining why customer effort is a good thing. Read part one: Why brands must stop trying to eliminate customer...

Loyalty