Sampson Lee

Member Since: 3rd Dec 2009

Bio

Sampson Lee founded Global CEM and invented PIG Strategy. You can now download his innovative CX book PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution (142 pages simplified version) for FREE.

With content developed based on Lee's invention, Global CEM has run the world’s first CX certification program in 19 international cities since 2006. PIG Strategy was first licensed in Belgium and the Netherlands.

Sampson Lee

Founder Global CEM

27th Sep 2021

The perils of blindly using customer effort score as a CX metric

Customer effort score (CES) is a popular service metric that measures how much effort customers put in to interact with your business...

Loyalty

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

The perils of blindly using customer effort score as a CX metric

Why experts are wrong to encourage effortless customer experience

Are companies harming society by satisfying customers?

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

Companies never read feedback, customers complain

Staff strikes spell CX trouble for Amazon

How Barnes & Noble has turned around its fortunes

Latest resources