“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

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.”


To view the full article, click here.