Sampson Lee
Member Since: 3rd Dec 2009
Sampson Lee created PIG (Pain Is Good) Strategy and founded the world's 1st CX certification. NEW! Live CX Certification Program anytime, anywhere for your team.
President Global CEM
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
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