CEM Books
Customer Experience Strategy - The Complete Guide From Innovation to Execution
Video on CE Strategy The Book - Innovation
Video on CE Strategy The Book - How To Implement
Video on CE Strategy The Book - Four Classic Mistakes
Video on CE Strategy The Book - Executive Sponsorship
Video on CE Strategy The Book - Employee Experiences
Video on CE Strategy The Book - Voice of Customer
Executing a Successful Customer Experience Stategy: An Interview with Lior Arussy
Customer Experience has penetrated the mainstream corporate agenda. Customer Experience Strategy will provide a complete strategic and operational framework for organizations and individuals committed to deploying customer experience. The book has been gleaned from years of designing and implementing customer experience strategies at organizations worldwide.
Click below to register and download sample content from Customer Experience Strategy -The Complete Guide From Innovation to Execution:
The Diverse Universe of Customers
Show Them The Money! - Economics of Customer Experience
Customer Experience Strategy - The Complete Guide From Innovation to Execution.
Available for purchase at
Amazon.com and
BarnesandNoble.com.
Exceptional Service: Customer Experience, Self Service and the Human Interaction
While organizations race to introduce customer self service, customers demand more personalized and customized experiences. As customer self service becomes pervasive, companies struggle to provide differentiation that will keep customers coming back. This book examines the role of human interaction and customer service as it relates to the new world of self service. It will propose a new way to evolve customer service into the differentiating factor of the organization through engaging exceptional customer experiences.
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WOW Brands: Is Your Brand a WOW Brand or a NOW Brand?
When dealing with customers, the rules of branding and customer experience are simple, and companies who create and deliver WOW brands have ἀgured it out. Learn how you too can deliver the WOW brand and wow experience to your customers.
Read the rules, tips and guide and learn from examples from: DISNEY, Ritz Carlton Hotels, Starbucks, TAM Brazilian Airlines and Virgin Atlantic Airways
Click here to Register and Download WOW Brands.
Excellence Every Day:
Make the Daily Choice-Inspire Your Employees and Amaze Your Customers
Super charge your employees' performance and amaze your customers! Author Lior Arussy reveals how a subtle yet pervasive mindset he calls the "Excellence Myth" holds employees and businesses back by undermining individual performance, eroding customer loyalty, and erasing any competitive advantage a firm may enjoy or aspire to.
In Excellence Every Day, Arussy demonstrates that a company's success is the direct consequence of the many choices its people make daily. His inspired (and inspiring) remedy is the "Daily Choice," a strategy that empowers employees to reach new heights of excellence—delighting customers and achieving superior results from the bottom up.
Excellence Every Day (Information Today, Inc, 2008). Available for purchase at Amazon.com.
Passionate and Profitable
Why Customer Experience Management Strategies Fail and 10 Steps to Do Them Right!
Why is it that companies fail in what should be their number one task, their customer experience management strategies? How it is possible that billions of dollars later, companies still show such poor results in gaining and retaining customers?
Arussy's new book contends that the answers to these questions are simple, yet go to the core of customer relationships. Companies are not choosing to build customer relationships nor committing fully to the customer experience. Management strategies that are customer-related activities are undertaken as "initiatives", "programs," or "campaigns," running for a short period of time and never being embraced as a full operational strategy. In this book, customer relationship management consulting guru Arussy demonstrates how the seller's interest in the buyer's welfare can be motivated by the desire to seek mutual gain.
Available on Amazon.com.
Innovating IT
Transforming IT from Cost Crunchers to Growth Drivers
IT operations stand at a critical juncture. IT organizations must define their identity, their role, and the contribution they will make to the accelerating pace of technology commoditization. In this visionary volume, Arussy offers a revolutionary thesis:
IT must become a manager responsible for a product, and that product is information.
To remain a key player, IT must transform itself from a producer of information to a manager of information utilization. It must drive innovation from a user-centric perspective, abandoning the process-centered focus of the past. It must nurture the imagination of the user and the process of innovation throughout the organization. Only in this way can IT connect to the core of the business, discarding its obsolete role as a cost center to become a revenue and growth driver.
Mr. Arussy defines a vision for new leadership--a CI2O, Chief Information to Innovation Officer. His user-centric agenda creates a thought-provoking, challenging, and invigorating view of IT, motivated by the restless awareness that dawn has already broken.
Innovating IT (Wiley, Inc. 2004). Available on Amazon.com.
The Experience!
How to Wow Your Customers and Create a Passionate Workplace
The Experience! is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff and enabling them to become passionate about their work. In an easy-to-read style, this book provides solutions to implement for immediate improvement in customer service and loyalty.
The Experience! Available on Amazon.com.