News and Insights from Strativity

July News: On Your CX Journey, Don’t Forget Your Map!

Posted: Jul 14, 2015 by Brianne Spinelli

Passion. Expertise. Execution.  Is this email not displaying correctly? View it in your browser. News and Insights July 2015 Strativity Group’s newly redesigned newsletter!  Monthly Motivation: “Stay open to new ideas and be flexible enough to adapt to them. Openness […]

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June News: Be Prepared for the Journey Ahead

Posted: Jun 17, 2015 by Brianne Spinelli

      June 2015 News & Insights     Free Journey Mapping Webinar  Doing It Right: A Best Practices Guide     Many companies show interest in creating a map detailing their customers’ journey and subsequently create one, but then […]

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#CustomerExperienceFAIL:
How You Recover is Critically Important to Your Business

Posted: Jun 08, 2015 by Wayne Morris

with Ari Ashkenas It’s never good news when an organization drops the ball during an interaction with their customer, but in reality this happens all the time. How an organization reacts immediately in the face of failure determines whether or […]

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Emotional Connections are the Icing on the CX Cake

Posted: May 20, 2015 by Tim Douek

I just returned from a great couple of days in San Diego at a Customer Experience conference.  Even if the conference had only been so-so, it would be hard to visit San Diego and not have a great time.  The […]

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May News: We Want to Put You on the Map (the Customer Journey Map!)

Posted: May 11, 2015 by Brianne Spinelli

        May 2015 News & Insights     Customer Journey Mapping  Doing It Right: A Best Practices Guide     Many companies show interest in creating a map detailing their customers’ journey and subsequently create one, but then […]

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The New Normal in Customer Expectations: When Two-Day Delivery Doesn’t Cut It Anymore

Posted: May 05, 2015 by Tim Douek

Last week, I spilled a cup of coffee on my laptop.  I know, I know, I feel like a klutz! I did what we all do in these situations…  I panicked!  (Note: I’m making myself feel better here. We’ve all […]

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April News: The Influence of Frequency & Delight on Loyalty [Infographic]

Posted: Apr 22, 2015 by Brianne Spinelli

        April 2015 News & Insights     April CX Pulse Study  Customer Delight is an Indicator of Brand Loyalty     Almost 40% of customers interact with their favorite company at least weekly, making the quality […]

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March News: Adding “Exceptional” to Your Everyday

Posted: Mar 11, 2015 by Brianne Spinelli

      March 2015 News & Insights     Exceptional Journey Network  Powered by Touchpoint Dashboard    Strativity Group Inc., is pleased to announce the launch of the Exceptional Journey Network: a new customer journey management program that will […]

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Strativity’s Lior Arussy on MSNBC’s YOUR BUSINESS

Posted: Mar 01, 2015 by K. Sirimoglu

  Click here to view the interview with Strativity’s Lior Arussy  on MSNBC’s YOUR BUSINESS, Sunday, March 1, 2015. Click here to pre-order your updated copy of Exceptionalize It!  In order to get new customers, you need people to come […]

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Tune Into MSNBC’s YOUR BUSINESS, 7:30am, Sunday March 1, 2015 to see Strativity’s Lior Arussy

Posted: Feb 27, 2015 by K. Sirimoglu

  Be sure to tune into Your Business on MSNBC this Sunday morning, March 1, 2015 at 7:30am to hear Lior discuss customer experience, the emotional connection and the upcoming release of Exceptionalize It!. In order to get new customers, you […]

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When & Why To Part Ways With a Customer

Posted: Feb 13, 2015 by K. Sirimoglu

  Read Lior Arussy’s article “How and Why to Part Ways With a Customer” appearing February 13, 2015 on HBR.Com. When & Why to Part Ways With a Customer

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February News: Customer Relationship Status: “It’s Complicated!”

Posted: Feb 11, 2015 by Brianne Spinelli

      February 2015 News & Insights     February CX Pulse Study Customer Relationship Status: “It’s Complicated!”   Despite the plethora of “We Love Our Customers” mugs and t-shirts, only 14% of relationships between customers and organizati​ons are […]

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Back to the Gen Y Future

Posted: Feb 04, 2015 by Ari Ashkenas

Remember the movie Back to the Future with Michael J. Fox? His character, Marty McFly, gets transported to 2015, and he sees everyone around him getting around on hover boards and in flying cars. Writer and director Robert Zemeckis may […]

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Is “Service Roulette” Driving Customers Away from your Business?

Posted: Jan 23, 2015 by Steve Cohn

While attending a recent conference in Las Vegas, I decided to chance some of my hard-earned money and time at the roulette table. I placed my chips on various numbers and watched as the croupier spun the wheel. Sadly, I […]

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7 Ways to Supercharge Your Change Program

Posted: Jan 08, 2015 by Lior Arussy

Change: it’s both necessary and inevitable. For some reason, change carries a great deal of resistance along with it. Nevertheless, in some cases, like winning the lottery, such an enormous change doesn’t generate the same resistance that other changes do. […]

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Are the Hippocratic Oath and Customer Experience Mutually Exclusive?

Posted: Dec 22, 2014 by Brianne Spinelli

 In recent years, receiving a patient experience survey to fill out along with discharge information has become an increasingly common practice. Sure, we’ve all experienced customer experience surveys that come along with most shopping trips, but a survey regarding your […]

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Barclays Center Employees, Not the Royals, Are the Real Stars of the Show

Posted: Dec 12, 2014 by Ari Ashkenas

Throughout my life I’ve been fortunate to attend many sporting and entertainment events, from Broadway shows to baseball games and everything in between. Up until now I’d never experienced exceptional end-to-end customer experience at any venue like I did at […]

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Untouched Niches: The Laundry Café

Posted: Dec 11, 2014 by Dalya Arussy

 I was riding the bus the other day when I passed by a storefront that read “The Laundry Café.” I was surprised by the unusual name but in a rush to my destination I didn’t get a chance to explore […]

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October News: The Secret to Accelerating Organizational Transformation, and more

Posted: Oct 31, 2014 by Katie Kazmierczak

      October 2014 News & Insights     Website News  The NEW Strativity.com!    We have improved our user experience by offering direct access to the hottest topics in the industry. Visit our new landing pages that offer […]

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Can You Afford to Lose Customers Because “That’s the Policy”?

Posted: Oct 30, 2014 by Steve Cohn

My daughters were born three years and two days apart; one on January 28th and one on January 30th. We try to celebrate on the same day because their birthdays are so close together. A local restaurant has a birthday […]

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Become Your Organization’s Architect – Think Outside the Box

Posted: Oct 30, 2014 by Dalya Arussy

It’s not every day we meet someone who truly thinks outside the box. It’s even more rare to meet someone who does this in a practical way – yet this is what businesses demand now. It’s going to take a lot to […]

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Delighting the Universal Customer – Why Customer Experience Applies to Everyone

Posted: Sep 26, 2014 by Dalya Arussy

Our biggest mistake is thinking that whatever sector we work in doesn’t serve “customers.” We are always dealing with customers. In his book Customer Experience Strategy, Lior Arussy breaks down the universal customer into a couple of categories: The Consumer […]

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Are Your Customer Experience Enablers Sabotaging Your Customer-Centricity Efforts?

Posted: Sep 25, 2014 by Steve Cohn

Who is responsible for the customer experience? Everybody. I had an experience not that long ago with my local cable TV/phone/internet company. We had decided to go from using different companies for each service to bundling them all with one […]

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September News: Next Generation Customer Journey Mapping

Posted: Sep 15, 2014 by Katie Kazmierczak

        September 2014 News & Insights     Tomorrow’s Webcast Journey Mapping: Actionable, Results-Driving Tools     Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map Case […]

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Flipping the Pyramid: How to Become Customer-Centric

Posted: Sep 10, 2014 by Dalya Arussy

The USDA’s first Food Pyramid was published in 1992. Its horizontal divisions that stacked food groups illustrated the largest section (bread, cereal, rice & pasta) on the bottom and the smallest group (fats, oils & sweets) on top. This arrangement seems […]

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Georgia on My Mind: What Georgia’s Small Businesses Can Teach Big Corporations

Posted: Sep 03, 2014 by Dalya Arussy

Some people get caught in the details without seeing the bigger picture – some only see the forest, not individual trees. They say that when you’re a smaller business, it’s easier to see the details because, well, there are less […]

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August News: Map the Journey and Build Customer-Centric Culture

Posted: Aug 26, 2014 by Katie Kazmierczak

        August 2014 News & Insights       Webcasts   Increased Employee Satisfaction, Brand Pride and Higher Sales       Tracy Riazzi, Customer Service Development Director for Automotive Management Services, Inc., and Lior Arussy, President […]

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Personalizing the Experience: Lessons From a Coffee Shop

Posted: Aug 25, 2014 by Dalya Arussy

I was sitting in a coffee shop when a woman at another table with a foreign accent was reviewing the menu for her order. She requested something fruity – “mango or peach” – and the waiter casually obliged. I hadn’t […]

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July 2014 News – New Fall CEM Program, What Taylor Swift Knows about Customer Experience and more

Posted: Jul 18, 2014 by Katie Kazmierczak

        July 2014 News    Webcast   Accelerate Cultural Transformation Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural […]

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6 World Cup Lessons Applicable to Every Customer Relationship

Posted: Jul 14, 2014 by Lior Arussy

Watching the World Cup unfold before our eyes in the last month has been exciting. As a customer strategy professional, I could not help but be jealous of the emotional loyalty fans demonstrated toward their favorite teams. If companies were […]

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What Taylor Swift Doesn’t Know She Knows About Customer Experience

Posted: Jul 10, 2014 by Dalya Arussy

Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two. Taylor, like most of us, is struggling with the changing world of technology. We all try to […]

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The No. 1 Enemy of Customer Experience Transformation

Posted: Jul 01, 2014 by Lior Arussy

I discovered a simple truth after over 150 journeys with clients, working toward transforming their organizations into customer-centric centers and toward delivering exceptional customer experiences consistently. There is a hidden enemy working against you if you try to activate a […]

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The Journey to Excellence or Excellence as a Journey?

Posted: Jun 11, 2014 by Dalya Arussy

What do you envision when you think of excellence? Is it a Nobel Prize winner? A world leader? With the FIFA World Cup right around the corner, could it be Lionel Messi… or Cristiano Ronaldo? When you associate excellence with […]

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News and Updates – June 2014

Posted: Jun 10, 2014 by Katie Kazmierczak

Webcast: Accelerating Cultural Transformation Date:  June 17, 2014Time: 3pm – 4pm EDT  Click here to register. Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural […]

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The Top 3 Company Culture Fixes That Don’t Work

Posted: Jun 09, 2014 by Dalya Arussy

People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. It’s a pattern that has evolved with the people that […]

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A Tale of 2 Companies: Contrasting Customer Experiences

Posted: Jun 06, 2014 by Lior Arussy

Following the flooding of my basement, I was quickly introduced to two different companies who handled the same issue in contrasting ways.  Quick background: My basement flooded while I was on vacation with my family in California. Chubb is our […]

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News and Updates – May 2014

Posted: May 23, 2014 by Katie Kazmierczak

Webcast: Accelerating Cultural Transformation Date:  June 17, 2014 Time: 3pm – 4pm EDT  Click here to register   Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the […]

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5 Customer Experience Lessons We Can Learn From Wisconsin

Posted: May 21, 2014 by Dalya Arussy

Yes, you read that correctly. We can all learn something from Wisconsin. Why? Their 2013 tourism numbers were great. Tourists are nothing but thrilled about their experiences in what’s known as “America’s Dairyland.” Officials are crediting the Wisconsin Department of […]

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Creating a Culture of Employee Delight

Posted: May 21, 2014 by Katie Kazmierczak

The right, passionate people are the building blocks of your company. Without them, you are a commodity that will always fight for the next sliver of margin. To put yourself on the fast track to revenue growth, read this month’s […]

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Evolving Customer Experience – Businesses Can Embrace a Culture of Feedback

Posted: May 15, 2014 by Dalya Arussy

Yelp and similar websites seem to be a common fear for today’s business owner. Why? Because these websites now act as venting forums rather than problem-solving tools. But think about it from the customer’s perspective: they just want their problems […]

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Get Outside the Box: Employee Training in the Mud

Posted: May 12, 2014 by Dalya Arussy

What is your deepest fear? Who would you take with you in an attempt to face it – your best friend since high school or…a co-worker? Over the years, companies have sent groups to marathons, bike rides, etc. with both […]

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Employee Engagement Podcast: Escape the Fatal Mistake and Build a Thriving Program

Posted: May 12, 2014 by Katie Kazmierczak

Kick off your engagement program the right way and incorporate these best practices. Plus, learn how Strativity encourages employee ownership and commitment, the cornerstones of any successful employee engagement program. Listen to this Strativity podcast featuring Rachel Yurowitz, Principal, and […]

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The Power to Serve: Let Employees Make Mistakes – You’ll be Better Off

Posted: May 07, 2014 by Lior Arussy

Empowerment is one of those strange management concepts. Every manager claims to provide it in abundance, but many employees don’t feel they have any. How do you explain such a contradiction?  There are several ways to approach the issue. It was […]

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News and Updates – April 2014

Posted: Apr 25, 2014 by Katie Kazmierczak

Customer Experience in Action – 2014 Benchmark Study Results   The Customer Experience in Action Study explores organizations’ commitment to Customer Experience and Strategy Execution – and the impact it delivers. The 2014 study includes Strativity’s new Maturity Assessment Model, developed […]

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Serving Your Employees – Excerpts from Excellence Every Day

Posted: Apr 23, 2014 by Katie Kazmierczak

In Excellence Every Day, Strativity Group’s Lior 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 […]

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News and Updates – March 2014

Posted: Mar 25, 2014 by Katie Kazmierczak

Join our mailing list! Scroll to the bottom of the page and enter your email. Customer Experience Management Certification – Register Today  Customer Experience isn’t a nice to have. Leading companies don’t invest in the experience they deliver because they […]

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Excerpts from Customer Experience Strategy: Employee Engagement

Posted: Mar 25, 2014 by Katie Kazmierczak

Customer Experience Strategy: The Complete Guide From Innovation to Execution, written by Strativity President and Founder Lior Arussy, provides a complete strategic and operational framework for organizations and individuals committed to delivering exceptional customer experiences. The book has been gleaned […]

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Three Effective Ways to Create a Cynical Culture

Posted: Feb 25, 2014 by Lior Arussy

In organizations, cynicism arises amid negligence, and it only takes one cynical employee to ensure cynicism will spread into the hearts and minds of everyone else. Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. Nor does […]

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News and Updates – February 2014

Posted: Feb 21, 2014 by Katie Kazmierczak

  Join our mailing list! Scroll to the bottom of the page and enter your email. Take Our 2014 CEM Benchmark Survey!  Strativity Group’s Customer Experience Management (CEM) Global Survey is being conducted for the eighth year. This annual study […]

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Why Employee Engagement Programs Fail

Posted: Feb 20, 2014 by Ed Murphy

Companies spend countless amounts of time, energy and money trying to get to the heart of the engagement question, but most fail to improve and some worsen employee engagement. What are they doing wrong? Most companies look at engagement as […]

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Are you sitting at the kids’ table?

Posted: Feb 20, 2014 by Michael Starr

Co-written by David Jackson, Clicktools CEO, & Michael Starr, Principal, Strativity Remember those family events where the adults sit at one table and discuss grownup subjects, while the kids sit at another table chatting about entirely different things? This is […]

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Employee Engagement – Don’t Make the Wrong Assumptions

Posted: Feb 13, 2014 by Lior Arussy

So you selected a vendor and conducted an employee engagement study. You even compared the results to the global benchmark and presented the findings to your CEO and his team. They were all concerned and reiterated the importance of this […]

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My Best Buy Journey: The Six Stages of an Awkward Customer Experience

Posted: Feb 07, 2014 by Ed Murphy

It never ceases to amaze me how retailers continually struggle with the concept of customer experience. My customer experience blunder award for this past holiday season goes to Best Buy for providing a single experience that demonstrated the worst AND […]

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News and Updates – January 2014

Posted: Jan 31, 2014 by Katie Kazmierczak

  Join our mailing list! Scroll to the bottom of the page and enter your email. Webcast: Employee Engagement – Proven Methods for Lasting Impact Why is it that most employee engagement programs cause more damage than improvement?  Take actions […]

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The High Price of Disengaged Employees

Posted: Jan 31, 2014 by Ed Murphy

Numerous research studies have been conducted to validate that there is a linkage between Employee Engagement and Customer Experience, however, research is not necessary to prove that engaged employees provide a better customer experience.  When most organizations discuss employee engagement, […]

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Join Our Strativity Employee Engagement Webcast – February 20, 2014

Posted: Jan 29, 2014 by Katie Kazmierczak

The traditional employee engagement method – survey with little follow up – results in statistics, but companies fail to execute strategy that would uproot the issues diagnosed and actually address employee engagement challenges. This leads to a breach of trust […]

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10 Steps to Customer Feedback and Dialogue Excellence – Are You Looking at the Past, or the Future?

Posted: Jan 15, 2014 by Lior Arussy

A cornerstone of the customer experience revolution, organizations around the world are increasing their investment in soliciting customer feedback. Yet there’s one dirty little secret no one wants to talk about: response rate. Most customers ignore or refuse to respond […]

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Customer Journey Mapping – Doing It Right, Part III

Posted: Jan 03, 2014 by Ed Murphy

Customer Journey Mapping (Customer Experience Mapping) – What is it and what does it provide? There are numerous articles and papers on customer journey mapping that describe it as a tool that allows for identification of Moments of Truth or […]

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Customer Journey Mapping – Doing It Right, Part II

Posted: Jan 02, 2014 by Michael Starr

Customer Journey Mapping (or Customer Experience Mapping) has become the fad du jour of the customer experience world. Companies around the world are mapping their customers’ journeys either on their own or with the help of consulting firms like Strativity Group. […]

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Customer Journey Mapping – Doing It Right

Posted: Jan 01, 2014 by Lior Arussy

A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent years. Many companies show interest, jump on the bandwagon and create a map detailing the complexities of their customers’ journey.  Then […]

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Strativity Group: 2013 Year in Review

Posted: Dec 31, 2013 by Katie Kazmierczak

Here’s our Strativity Year in Review – some notable tweets, links, quotes, and blogs. Cheers to a great 2013! Here’s to accomplishing great things in 2014! Happy New Year! [View the story “Strativity’s 2013 Year in Review” on Storify]

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The Importance of Creating Consistent Customer Experiences

Posted: Dec 26, 2013 by Michael Starr

Companies depend upon their employees to deliver differentiated and consistent customer experiences, yet one of the key challenges they face is the following scenario: a less than exemplary employee in one part of the world can undo all the hard […]

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Want Improved NPS? Not So Fast – First, Perfect Your Performance

Posted: Dec 20, 2013 by Lior Arussy

You can improve your Net Promoter score, but companies must first take a long, hard look in the mirror.  The most common request I receive these days is “can I improve my company’s Net Promoter score (NPS) or customer satisfaction?” […]

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Five Tips to Keep Staff Happy, Productive and Engaged During the Holidays

Posted: Dec 10, 2013 by Lior Arussy

While meeting financial goals this holiday season is a huge priority, making more sales isn’t the only thing companies should be focusing on. In fact, as the holidays bring an influx of customer interactions to a variety of industries, most […]

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Engaged Employees Deliver Higher Customer Satisfaction and Greater Profitability

Posted: Dec 06, 2013 by Lior Arussy

In an ever increasing customer‐centric world employees are the key to unlocking customer loyalty and higher profits, but many companies neglect those on the front line of delivering customer experience. Why? They feel there is no empirical evidence of the […]

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“Connecting With Customers: Going beyond the transaction keeps customer loyalty high.” by Amanda Bakazar

Posted: Oct 17, 2013 by Lior Arussy

Great new article featuring Strativity Group on nacsonline.com. “Hiring well is the most important thing convenience store operators can do if they’re looking to connect emotionally with shoppers, said Lior Arussy, CEO of Strativity, a customer experience strategy company in […]

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Emotion in B2B Decisions

Posted: Sep 30, 2013 by Michael Starr

As human beings, we are emotional.  Further, so are our purchase decisions. This is true in our major purchases, such as automobiles (people don’t need a Mercedes-Benz; they want one).  It also is true in our small purchases (How many […]

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Why Exceptionalize It?

Posted: Aug 29, 2013 by Lior Arussy

Why is exceptionalism so important now? The answer is quite simple. You have no other choice. Both organizations and individuals have new challenges to overcome. Organizations today are facing greater competitive forces and increasingly demanding customers who are using their […]

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“Service is Broken” at McDonalds – Ideas to Exceptionalize It

Posted: Apr 11, 2013 by Lior Arussy

The Wall Street Journal reported today about a recent webcast McDonalds executives delivered to its franchisees discussing the deterioration of the customer service quality as delivered by their employees. The article describes the fast-food giant’s strong position on fixing these issues and addressing the customer service issues.

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New Article: How To Destroy A Legendary Brand Through Awful Customer Experience – The Legendary Luxury Hotel in NYC Story

Posted: Jan 08, 2013 by Lior Arussy

Excerpt: If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs at your guests’ expense.
I am writing this article not with the purpose of blame and shame and therefore refrain from mentioning the actual hotel’s name.

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New Article: The Beginning of the End of Groupon – Why Price is Not a Sustainable Business Strategy

Posted: Dec 05, 2012 by Lior Arussy

Excerpt: One cannot read the news these days without hearing about the difficulties Groupon, Living Social and the other daily deals companies are facing. It seems as if the market is turning on these online coupon businesses and demand is declining. Merchants are now refusing to renew their offers and are shunning the Groupon business model.

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Interview with Lior Arussy on Exceptionalize It!

Posted: Nov 14, 2012 by Lacey Stephen

Lior Arussy’s recent book, Exceptionalize It! is a wakeup call to stop accepting mediocrity and average performance; to stop accepting mediocrity and average performance; to stop simply knowing what we should do and instead to start doing those things.

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New Article: All You Need Is LOVE

Posted: Nov 13, 2012 by Lior Arussy

Excerpt: Earlier this week I had the opportunity to see LOVE the Cirque Du Soleil show in Las Vegas celebrating the songs of the Beatles…

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New Article: Do Customers Really Know What They Want?

Posted: Nov 06, 2012 by Lior Arussy

Excerpt: Here are some questions to ignite your thinking:
Did customers ask for an iPod, iPhone, or iPad?
Was Facebook the outcome of a focus group?
Did customers request Groupon?
Was the latest fashion trend a result of customer interviews?
Did the idea for the Wii come from customer satisfaction studies?
Was Swiffer an outcome of customer in-depth surveys?

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New Article: Did I Believe Criss Angel? Lessons in Experience Design

Posted: Oct 24, 2012 by Lior Arussy

Excerpt: The Criss Angel Show Believe at the Luxur hotel in Las Vegas was true to what Las Vegas is all about: a constant attempt to outdo your competitors. In that regard, Las Vegas provides a living proof for the need to innovate, evolve and reach new, higher standards.

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New Article: The Guiding Assumption

Posted: Aug 01, 2012 by Lior Arussy

Excerpt: During a recent conversation with a client, I asked, “Why are your policies so restrictive? It seems as though you don’t trust your customers.”
“Well, that depends,” the client replied.
When I asked him to elaborate, he said, “Let me give you some examples. In 1978, we had a customer who abused our generosity, so we needed to plug that hole. In 1997, we had another customer who took advantage of our return policy, so we made sure that will not happen again.”

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New Article: What Beautiful Shoes

Posted: May 15, 2012 by Lior Arussy

Excerpt: During a recent business trip to Edinburgh, Scotland, I decided to check into the Missoni Hotel – one of two in the whole world. The Italian based hotel was designed by the famous Italian fashion house by the same name. Known for colorful and geometric designs, the Missoni designers were able to transfer the beautiful spirit of life to the hotel.

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New Article:The Customer, the Missing CEO, and the Miracle That Will Not Happen

Posted: May 01, 2012 by Lior Arussy

Excerpt: An interesting issue emerged during my recent presentation of the results of customer experience diagnostics to a B2B company. Top clients of the company indicated that, unlike other vendors they work with, my client does not have executive sponsorship of the relationships. When I explained the concept of executive sponsorship of key accounts, the participants seemed unclear. I found out why during the break, when one participant said, “I can’t see our CEO even thinking about such sponsorship. I can’t see him hopping on a plane to our top clients.”

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New Article: Effective Ways to Create a Cynical Culture

Posted: Apr 02, 2012 by Lior Arussy

Excerpt: Cynicism requires a great deal of negligence to emerge in organizations. For a cynical culture to be created, it only takes one employee to start following the proven rules that will ensure Cynicism will spread into the hearts and minds of each and every employee. Unlike other corporate initiatives, cynicism does not require sponsorship from top executives.

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New Article: Technology Isn’t Everything

Posted: Feb 01, 2012 by Lior Arussy

Excerpt: The race to delight customers is on. Companies continue to pursue this goal, hoping to differentiate themselves from the competition. In today’s economic environment, however, the mandate is to do so with a fast return on investment.

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Prices Not Friendly

Posted: Nov 13, 2011 by Lior Arussy

I was strolling in Venice and the sign from the furniture store just hit me “our prices are so low we do not need to be friendly” and here it was the essence of the business decision of every executive.Would you establish your reputation on lowest price or friendly service?What is your value proposition?

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New Article: Are You Willing to Socialize With Your Customers?

Posted: Nov 01, 2011 by Lior Arussy

Excerpt: My son recently had surgery scheduled (he is OK, thanks for asking). After my family had arrived at the surgery center at the appointed time, 9 a.m., we waited for two hours without help or any sign of progress. I asked the secretary when my son was scheduled to go into surgery, and she gave a few responses, all of them evasive.

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Sales Centric Organizations – Selling Despite the Customers

Posted: Nov 01, 2011 by Lior Arussy

I used to believe that it is impossible to sell unless there is a willing customer on the other side who agrees to pay. I am no longer convinced that this is true. As we observe the state of relationships many companies have developed with their customers, it seems that it is possible.Many companies have sold despite their customers’ lack of cooperation in this pursuit.

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New Article: Employees’ Pride and Passion – Stop The Erosion – Drive Loyalty

Posted: Sep 25, 2011 by Lior Arussy

Excerpt: You can’t pay people to be proud of what they do. You can’t pay your employees to be passionate. Pride and passion are intrinsic and must come from each individual employee. Yet our research demonstrates that passion and pride among employees are scoring at the top of the loyalty drivers. A one client when presenting their customers with 29 different customer experience drivers, passion and employees’ pride scored at the top as indicators for future purchases and longevity of relationship. This finding is consistent with our studies we have conducted.

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The 2 Golden Rules To Customer Experience Success in 30 Days. Guaranteed

Posted: Jun 22, 2011 by Lior Arussy

After conducting over 120 transformation projects around the world touching over 300,000 employees and impacting 150 million customers, we know conclusively that there are no shortcuts. There are no 2 golden rules for immediate customer experience transformation in 30 days. Guaranteed.

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Lady Gaga and Customer Experience Principles

Posted: Jun 20, 2011 by Lior Arussy

Got your attention with this title? No I am not going to write about the theatrics of Lady Gaga and how they raise the bars on the customer’s expectations for theatrical experiences. I will leave this job to authors Pine and Gilmore and the Disney magic developers.

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IMF, Public Scandals and The Root Cause of Non Customer Centric Organizations.

Posted: Jun 20, 2011 by Lacey Stephen

Watching the IMF former leader scandal unfold followed by other public figures succumbing to undispicable behavior, I was amazed. What were they thinking? Many leadership gurus have responded to this question. Pages were filled with theories about the stress and loneliness of the leader at the top of the pyramid and their need to escape. The truth however lies in a simple truth: ego.

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New Article: Stop Selling – Innovate the Sales Experience

Posted: Apr 13, 2011 by Lior Arussy

Excerpt: Here is a quick question to ponder:
“What percentage of claims from sales people do you trust?”
Is it 100% (just kidding)? 80%? 70%? 50%?
Hopefully your comfort zone is somewhere between 0% and 100%. Did I mention this was a tricky question?

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New Article: Customer Experience 2.0 – A Disciplined Blueprint for Execution

Posted: Jan 17, 2011 by Lior Arussy

Excerpt: “We are tired of the entertainment,” is the statement we heard from a chief customer officer of a major European mobile provider. It was a message of frustration from an executive who has been engaged in customer experience efforts for several years but has very little to show for it. He engaged consultants who sold him cool stories about Disney and Starbucks but failed to provide a recipe to turn HIS employees into those customer loving evangelists.

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The Only Question You Should Ask Yourself

Posted: Dec 16, 2010 by Lior Arussy

Today’s companies are facing greater pressures than at any other time in recent memory with increasingly stiff competition, intense price pressure and changing market dynamics that threaten existing business models. Despite these challenges, corporate executives seem under prepared to address them and propel their organizations forward. One executive recently confided in me that “in our lifetime, half of our customers will be out of business.”

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In Customer Experience, change is NOT an option.

Posted: Dec 15, 2010 by Lior Arussy

Today’s companies are facing greater pressures than at any other time in recent memory with increasingly stiff competition, intense price pressure and changing market dynamics that threaten existing business models.

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VoC is not Customer Experience Management

Posted: Oct 26, 2010 by Lior Arussy

Imagine a husband who tries really hard to listen to his wife. He watches What Women Want, reads Men are from Mars, Women are from Venus, and sets aside dedicated “quiet” time each week where he listens to his wife as she pours her heart out and tells him whatever is on her mind. He would appear to be the quintessential husband. The problem is that our quintessential husband does nothing with these conversations.

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Lessons from a Japanese Customer Experience.

Posted: Aug 04, 2010 by Lior Arussy

I recently spent a week in Japan working with a client and had an eye opening experience. Although I had visited Japan on a number of prior occasions, I had never done so through the eyes of a customer experience professional. While in Asia, I had the opportunity to experience once again so much of what I enjoy about Asia and particularly Japan, particularly the culture and hospitality. The notion that it truly is a privilege to be of service is but one aspect of Japanese culture that never ceases to amaze me.

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Social CRM – Stop The Hype – Get Ready

Posted: Jun 02, 2010 by Lior Arussy

I recently attended a panel at SAP annual conference SAPPHIRE NOW in Orlando where the subject of social media and Social CRM was discussed. The need to engage with customers through the new channels was iterated multiple times. It is about the communication with customers and listening to what they have to say, it was stated clearly. Recently I noticed the proliferation of new Social CRM stacks by several gurus and analysts. For those of you who are too much in the cloud to remember what a software stack is, it is basically a diagram that illustrates the relationships between different software tools.

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The Frustration of the Customer Experience Leader

Posted: Apr 29, 2010 by Lior Arussy

Throughout our work in designing and deploying customer experience strategies, we often come across a sad phenomenon. We receive calls from customer experience professionals who are seeking help. For many of them, this is a first time launching a customer experience and they have absolutely no experience in it. They are fishing for ideas and seeking frameworks and references to speak to and then comes the critical moment.

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Creating Effective Leadership Sponsorship For Customer Experience Strategy

Posted: Mar 17, 2010 by Lior Arussy

In preparation for a customer experience strategy launch, I sat down with the senior leader sponsoring the initiative ad briefed him on the need to demonstrate commitment. He in return stood up at the beginning of the meeting and announced “we are going to do this. If you disagree consider yourself fired. Any questions so far?” This is an extreme case of change management attempt. But variations of it exists in every customer experience effort.

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Jump Start Your Innovation

Posted: Jan 10, 2010 by Lior Arussy

Many of our clients routinely seek opportunities and methods to make their organizations more innovative. They believe that being more innovative will allow them to successfully differentiate themselves from competitors and attract more customers willing to pay premium prices for their products and services. To demonstrate the concept of innovation, I am frequently asked to highlight case studies of organizations that have applied innovative solutions to various aspects of their businesses. Invariably, I follow the beaten path of customer experience luminaries such as Ritz Carlton, Starbucks, Apple, Virgin and Zappos.

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