Sampson Lee

Member Since: 3rd Dec 2009

Bio

Sampson founded Global CEM and created the Branded CEM Method that was first licensed in Belgium and the Netherlands. With content based on Lee's methodology, Global CEM has run the world’s 1st CX certification program in 19 cities. Join the next CX program in Bangkok on Feb 17-18, 2020

Sampson Lee

President Global CEM

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?

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