Insights from the front lines.


Topic: B2C

Explore the fundamentals of CEM, its business rationale, and the first steps of customer centricity.

What Beautiful Shoes

Article posted: May 01, 2012 by Lior Arussy

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.
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Is ‘Customer Experience’ The Only Business Value Measure That Matters?

Article posted: Feb 14, 2012 by Greg Chase

If you attended the recent SAP Customer Experience Workshop or were following the tweets from #SAPcx, you might get the impression that this is what Lior Arussy of Strativity Group was asserting.
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Sales Culture Versus Customer Culture – The Inevitable Clash

Article posted: Jan 10, 2012 by Lior Arussy

At the end of 2011, Verizon Wireless retreated from its decision to charge customers $2 for paying via the phone or the web. The original announcement regarding the charge generated over 100,000 signatures in less than 24 hours from angry customers demanding that the decision be reversed.
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The Perfect Way To Lose A $12,000 A Year Customer

Article posted: Dec 09, 2011 by Lior Arussy

Yes, I finally said goodbye after years of not getting the value from my cell phone company. They finally convinced me that paying in access of $12,000 will not impress them one bit or make them care to retain me as a customer.
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Obsess About Your Customers, Not Competitors

Article posted: Aug 01, 2011 by Lior Arussy

In a recent discussion with an automotive executive, he shared with me the industry’s 15-year-long obsession. Ever since Toyota launched Lexus and redefined how a car company and customers interact, others have been trying to imitate that model.
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Getting Your Money's Worth (VIDEO: Interview With Lior Arussy)

Article posted: Sep 05, 2010 by Judith West

Lior Arussy, author of CUSTOMER EXPERIENCE STRATEGY, and owner of a global firm specializing in customer experience research believes women make better business owners.
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Companies Beware: Discounting = Death

Article posted: May 26, 2010 by Lior Arussy

Doing more with less is the prevailing corporate mantra in today's business climate. Even though the Bureau of Labor Statistics revealed an increase of 290,000 jobs last month, the nation's labor pool is still drastically smaller than it was two years ago. Poll a cross section of employees and nearly all will say they're doing more with less -- one person doing the work of three -- and while they may be happy to have a job, the job itself is a lot tougher.
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BP Disaster Investors Have Indirect Role

Article posted: May 01, 2010 by Lior Arussy

The news cycle is filled with details of the environmental disaster in the Gulf of Mexico. Politicians, pundits and the like daily raise a hue and cry against the alleged corporate greed of BP and the ineptitude of its engineers aboard the Deepwater Horizon oil platform.
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Cashing In On Customer Experience

Article posted: Jan 05, 2010 by Christopher Musico

New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
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Voice Of Customer – Who Do You Listen To?

Article posted: Oct 01, 2009 by Lior Arussy

The growing importance and awareness of the customer experience had driven a growing number of companies to implement voice of customer programs. These programs can divided into two categories – 1. Market Research and 2. Customer Surveys.
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To Whom Are Customers Loyal?

Article posted: Sep 01, 2009 by Lior Arussy

Imagine that you are about to open a savings account with the promise of a new microwave as a reward for your decision to do business with the bank. While the offer might sound great, the “suspicious” customer in you will likely ask if there is any “catch.” When the bank representative explains that acceptance of the microwave will lead to a lower interest rate on your account, you will then have to decide whether or not you want to take the deal. These “catches” are not limited to the banking industry.
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The Post-Recession Customer

Article posted: Jul 01, 2009 by Lior Arussy

Any attempt to divine the future in the midst of this economic environment—a no- visibility recession that may well be a depression—may seem outrageous, or at least out of line. But I recently received a request from a global corporation to address the post-recession customer experience.
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"Our Customer Did Not Leave" Is Not A Customer Strategy

Article posted: Jun 25, 2009 by Lior Arussy

“Our customers rarely leave us,” I was recently told by an executive. “I understand all about customer strategy, but it is not relevant for my company. The moment we get them, they stay,” he added with great conviction.
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Emotions – Now More Than Ever

Article posted: May 01, 2009 by Lior Arussy

“Emotions? We’re in survival mode. We don’t have time to be emotional.” This is a typical response I receive whenever I raise the issue of emotional engagement with customers.
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The Lying Customers & Relationship Responsibilities

Article posted: Jan 01, 2009 by Lior Arussy

If you have made it through the headline, I will assume that I have your attention! Over the last twelve months, we have been subjected to a litany of so called experts claiming that the nexus of the subprime crises was due to aggressive attempts by banks to sign up customers to complex mortgages of which they had minimal understanding.
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A Customer Experience Emergency - Call 911

Article posted: Sep 01, 2008 by Lior Arussy

On August 5, 2008, Reginald Peterson entered his local Subway and ordered two sandwiches. When he realized that the sandwiches were prepared without his favorite sauce he preceded to call 911!
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Where Has All The Commitment Gone?

Article posted: Apr 01, 2008 by Lior Arussy

"We must focus on the customers." "Customer experience is critical to our success." "Without true customer centricity, we will lose our competitive advantage." "Everything we do must be to add value to customers." "At the heart of our business is the customer." "A customer strategy is the key to our growth." "Customers no longer ask for products, they demand complete customer experiences."
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Creating Organizational Excellence Through Customer Experience

Article posted: Mar 01, 2008 by Lior Arussy

The average call center employee handles 40 calls a day and 10,000 calls annually. These calls represent some of the thousands of Daily Choices this employee has the opportunity to make every year. Top-down decisions from the CEO have little if any impact on this employee's Daily Choices.
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Fix What Works

Article posted: Jan 01, 2008 by Lior Arussy

Much has been written about the importance of companies understanding and addressing customer needs. The majority of the efforts we have witnessed focused on identifying areas of dissatisfaction, planning to address those problems, and resolving them.
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Customer Experience: Fulfilling The Promise

Article posted: Jan 01, 2008 by Lior Arussy

Remember signing up for your wireless service? If so, you can probably recall the sales person enthusiastically promising you many years of uninterrupted service with the coolest technology available.
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Customer Experience And Price Pressure: Why Do Customers Routinely Seek Discounts?

Article posted: Nov 01, 2007 by Lior Arussy

Tis the season to be shopping! While many forecasts point to a decline in holiday spending, the National Retail Federation forecasts holiday sales to grow 4 percent to $474.5 billion, down from 4.6 percent growth the prior year.
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Follow The Rules & Avoid Any Thinking Or – We Don’t Serve Customers

Article posted: Feb 01, 2007 by Lior Arussy

As I passed through security for a recent flight to Washington, DC, I placed my tube of toothpaste and bottle of hand cream in the metal tray only to be told by a security officer that they had to be placed in a clear zip lock bag. "Madam, the bottles are in clear view for your inspection. What is the difference if they are in a clear bag?" I asked.
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Shall We Dance?

Article posted: Jan 01, 2007 by Lior Arussy

Much has been written about organizations' responsibility to delight customers by improving their experience and solving their problems--in short, about loving them. Very little is written about customers' responsibility.
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Embrace Complexity

Article posted: Jul 01, 2006 by Lior Arussy

One of the largest banks in the United States recently executed a simplification process that included the elimination of a large amount of contact phone numbers. Now, due to this simplification, the bank's Web site no longer contains phone numbers assigned to any of its branches. Every customer must contact a single, central toll free number. The result?
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Meet Expectations Before Trying To Exceed Them

Article posted: Apr 01, 2006 by Lior Arussy

In the pursuit of delighting customers, companies are rushing to declare a new frontier: exceeding customer satisfaction. The problem is, companies are often so far removed from meeting even basic customer expectations that exceeding them is almost impossible.
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Chainsaw And The Art Of Amazing Customer Experience

Article posted: Mar 01, 2006 by Lior Arussy

When Henry Juskiewicz acquired Gibson Guitar in 1985 he faced a company with a great heritage but near collapse. In a recent interview with USA Today, Juskiewicz disclosed one of the steps he took to turn around the flagging company.
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Delighting Customers One Clip At A Time

Article posted: Oct 03, 2005 by Lior Arussy

And the award for the best, although simplest, way to delight customers goes the Seattle Crowne Plaza Hotel. During my travels I get to stay in wide variety of hotels around the world. I am often impressed by the many inventions dreamed up by the hotels geared to enhance the guests' experience and add value by solving issues that matter.
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Products As A Personal Expression

Article posted: Aug 02, 2005 by Lior Arussy

In the pursuit of customer loyalty, companies are investing an increasing portion of their marketing budgets in loyalty programs. These programs are geared towards creating an incentive for customers to repeat their purchase with the same vendor.
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Take Me To The Moon: It Is What Your Customers Want

Article posted: Mar 25, 2005 by Lior Arussy

The New York Times recently reported that over 13,000 reservations have been made for Virgin Galactic flights, scheduled to start in 2007. For those of you who are not familiar with Virgin Galactic, it is Richard Branson's latest endeavor offering flights into space.
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Be A Bag

Article posted: Mar 01, 2005 by Lior Arussy

How inclusive is your customer experience? Do you conduct the usual customer studies and allow customers to send you their thoughts, only to leave them with no real choice but to accept your terms? Or do you adapt to a truly participative model in which customers can determine what they want and how they want it delivered?
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Congratulations, You Are At Par: The New Four P’s

Article posted: Mar 01, 2005 by Lior Arussy

The traditional four Ps of marketing, Product, Placement, Price, and Promotion, were subjected to massive depreciation in the last few years. None of them now provide a sustainable differentiation that justifies loyalty and customer commitment
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Do Your Customers See Your Value?

Article posted: Jan 01, 2005 by Lior Arussy

Strativity Group's recent Global Customer Experience Management Study revealed to us that 50 percent of sales professionals cannot justify the prices of their firm's products and services.
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To Tip Or Not To Tip – Honesty As A Competitive Advantage

Article posted: Oct 01, 2004 by Lior Arussy

I recently came across a story on the front page of the New York Times Metro section that in my humble opinion epitomizes everything that has gone wrong in customer/vendor relationships. This is the story of a customer named Humberto Taveras who dined at Soprano's, an Italian/American grill in Lake George, NY.
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At The Heart Of Commoditization Or What Happened To The Chocolate On The Pillow?

Article posted: Jul 01, 2004 by Lior Arussy

"Find a friend and you will find a treasure; but, find a treasure and you will see how many friends you will get!..." This nice saying was printed on a good night note that was placed on my pillow at the Quinta Real hotel in Monterrey Mexico. The note was neat, but was not the focus of my attention.
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Customers Are So Emotional

Article posted: May 01, 2004 by Lior Arussy

Emotions make the corporate world uncomfortable. The perception is that since emotions cannot be managed well and they are difficult to fit into pie charts or reports, they must be ignored.
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Don't Burden Customers With Your Costs

Article posted: Jan 01, 2004 by Lior Arussy

Continental Airlines recently introduced a new policy in its frequent flyer programs. Beginning this month Continental passengers who fly economy class will be penalized: They will receive only a fraction (25 percent) of the actual miles flown. But if they fly full-fare economy (does anyone do that anymore?) or book on the airline's Web site, they will be awarded full mileage credit. By doing this Continental has joined a long list of companies that fail to understand their customers' experiences. As such, the new policy will most likely generate the opposite effect of Continental's desired outcome.
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