Sampson Lee
Member Since: 3rd Dec 2009
Sampson Lee founded the world's first customer experience management certification program. His innovative CX book PIG Strategy is available for Free Download.
Founder Global CEM
26th Jul 2021
Why experts are wrong to encourage effortless customer experience
Unless the tech giants have paid their due taxes, it is not right for the CX industry to advocate effortless experience (except for...
Engagement
9th Jun 2021
Are companies harming society by satisfying customers?
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...
Engagement
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