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Insights from the front lines.

 

CEM TOPICS

Three Effective Ways to Create a Cynical Culture

Article posted: Feb 25, 2014 by Lior Arussy

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.
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Emotion in B2B Decisions

Article 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 of us buy Heinz ketchup when other brands are significantly less expensive simply because we trust that it tastes good).
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Engage Your Employees: Benefit The Customer

Article posted: Jul 24, 2013 by Chris Mills

The automotive industry is one of the most competitive sectors when it comes to customer service. In the current economic climate, customer are more likely to shop around to find a reliable dealership that offers great value for money and great customer service.
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Will Shoppers Pay More For Good Customer Experience?

Article posted: Jun 28, 2013 by Retail Week

The rise of the informed consumer means that today’s interactions between retailers and shoppers have to offer more than just flashy advertising, a product, brochure, or price tag, believes Chris Mills, managing director at customer experience strategy expert Strativity.
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Visualize The Ideal Experience – Then Create It

Article posted: Jun 27, 2013 by Michael Starr

You decide to go on a trip. What is the first thing you do? You pick a destination and then work backward to map how to go from your starting point to your final stop. The same is true for customer experience innovation.
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Corporate Love Meter 2013

Article posted: Feb 13, 2013 by Lior Arussy

The state of company customer love relationships is quite sad. They admit that they are no longer loyal. Communication was good during the dating phase (sales) but withered afterwards.
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If You Want A Profitable Business, You Need To 'Fire The Wrong Customers'

Article posted: Feb 12, 2013 by Vivian Giang

The key to dominating your industry is knowing exactly who the right customers are for your business.
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How To Destroy A Legendary Brand Through Awful Customer Experience - The Legendary Luxury Hotel In NYC Story

Article posted: Jan 08, 2013 by Lior Arussy

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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The Beginning Of The End Of Groupon – Why Price Is Not A Sustainable Business Strategy

Article posted: Dec 05, 2012 by Lior Arussy

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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Customer Journey Mapping – Doing It Right, Part III

Article posted: Nov 28, 2012 by Ed Murphy

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 that will provide an organization with a prioritization for improving the customer experience. Customer Experience Management (CEM) has evolved since Jan Carlzon, former CEO of Scandinavian Airlines, first used the term “moments of truth”, defined broadly as the various points at which employees come in contact with customers.
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Customer Journey Mapping – Doing It Right, Part II

Article posted: Nov 20, 2012 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

Article posted: Nov 15, 2012 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 what? According the Forrester report, in most cases, little to nothing happens next.
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All You Need Is LOVE

Article posted: Nov 13, 2012 by Lior Arussy

Earlier this week I had the opportunity to see LOVE the Cirque Du Soleil show in Las Vegas celebrating the songs of the Beatles. It is an amazing interpretation of the classics with a unique combination of acrobatics, theatrics and customs and music. One would say an overwhelming experience of all the senses.
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Do Customers Really Know What They Want?

Article posted: Nov 06, 2012 by Lior Arussy

Here are some questions to ignite your thinking: 1.Did customers ask for an iPod, iPhone, or iPad? 2.Was Facebook the outcome of a focus group? 3.Did customers request Groupon? 4.Was the latest fashion trend a result of customer interviews? 5.Did the idea for the Wii come from customer satisfaction studies? 6.Was Swiffer an outcome of customer in-depth surveys?
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Did I Believe Criss Angel? Lessons In Experience Design

Article posted: Oct 24, 2012 by Lior Arussy

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. The intense competition among hotels, night clubs, shows and restaurants forces business leaders to reinvent themselves every day.
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The Guiding Assumption

Article posted: Aug 01, 2012 by Lior Arussy

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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The Customer, The Missing CEO, And The Miracle That Will Not Happen

Article posted: May 01, 2012 by Lior Arussy

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.
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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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10 Lessons In Transforming Customer Experience

Article posted: Apr 19, 2012 by Cynthia Clark

Arussy identified 10 questions that drivers of change need to ask in order to execute a successful transformation
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The Right Experience

Article posted: Apr 01, 2012 by Deena Katz

Are you purposefully and holistically managing each touch point a client has with you, your staff and your firm?
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The Customer Is NOT Always Right

Article posted: Mar 01, 2012 by Lior Arussy

This is not an attention-grabbing title. It is a simple truth. Several years ago, Southwest Airlines employees charged an obese passenger for two seats. The passenger sued the company. Southwest defended its position in court and won.
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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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Technology Isn't Everything

Article posted: Feb 01, 2012 by Lior Arussy

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. As we work with clients, they demonstrate their commitment to invest in customer experience, but when we drill down deeper, we discover that they are most inclined to invest in technology. Technology is important. But on its own, it is insufficient.
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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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An Open Letter From A CEO To Customer Experience Practitioners

Article posted: Nov 10, 2011 by Lior Arussy

Lior Arussy puts himself in the shoes of a CEO to pen an open letter commenting on the behavior of customer experience practitioners and consultants.
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13 Vanlige Utfordringer (Norwegian)

Article posted: Nov 10, 2011 by Lior Arussy

Lior Arussy fra vår partner Strativity Group har skrevet et “åpent brev” fra en tenkt toppleder som gir verdifulle innspill til oss som arbeider med kundeopplevelse.
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Are You Willing To Socialize With Your Customers?

Article posted: Nov 01, 2011 by Lior Arussy

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. Then the nurse arrived and she, too, was full of noncommittal answers. Eventually, the administrator offered a full commitment—and his business card. Still, no one had answered my straightforward question: When is my son scheduled for surgery?
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Lior Featured In CRM Thought Leader Podcast Series

Article posted: Oct 20, 2011 by Chuck Schaeffer

Customer experience management is the art and science of managing all customer interactions across all touch points. Customer experience is measured as the total value proposition delivered to the customer—both from physical attributes such as time and quality and from the emotional attitudes held by the customer.
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Employees' Pride And Passion - Stop The Erosion - Drive Loyalty.

Article posted: Sep 25, 2011 by Lior Arussy

Employees' pride and passion drives loaylty. But you can't pay people to deliver them.
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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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There’s No Substitute For Experience

Article posted: Apr 15, 2011 by Lior Arussy

In this era of transparency, social customers, and customer experience, several realities are converging that call for a rethinking of the role of sales. For starters, more customers are counting on informal channels to support their purchasing decisions, eroding the role of salespeople, who no longer operate in isolation.
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Stop Selling – Innovate The Sales Experience

Article posted: Apr 01, 2011 by Lior Arussy

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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The Three Foundational Elements Of Customer Experience Excellence

Article posted: Mar 28, 2011 by Elizabeth Glagowski

The customer experience. Many CEOs talk about it. Technology companies offer tools to enhance it. Feedback efforts are designed to improve it. But in reality, many companies are frustrated with a lack of momentum around their customer experience efforts.
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It’s All About Execution And Measurable Results

Article posted: Mar 04, 2011 by Lior Arussy

What is customer experience? Is it a framework, concept, technology, journey mapping, soft skills training?
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Pay For Performance

Article posted: Jan 01, 2011 by Robert McGarvey

Trends come. Trends go. Anyone remember the hula hoop? But here’s one that makes more sense than most – at least to the professional sales community.
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Customer Experience 2.0 - A Disciplined Blueprint For Execution

Article posted: Jan 01, 2011 by Lior Arussy

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.
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Are You Ready For The 2011 Customer

Article posted: Dec 01, 2010 by Lior Arussy

The Wall Street Journal recently ran an article titled “The Just-in-Time Consumer” discussing new trends in consumer purchasing behavior. The article highlighted the impact of the great recession on consumer purchasing activities and found that consumers are increasingly purchasing fewer products in smaller packages.
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Buzz, Buzz, Buzz

Article posted: Nov 04, 2010 by Lior Arussy

Recently I came across a conversation in one of the customer portals. The article discussed the need to link customer satisfaction metrics to compensation in order to obtain real commitment. One of the so-called gurus took the time to post a comment that basically boiled down to, “This is old news—we’re in co-creation world now.” I was pissed and I gave him a piece of my mind.
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The Social Experience – Respect Your Customers And Be Realistic

Article posted: Oct 01, 2010 by Lior Arussy

Social media is all the rage these days. If you are not on the dominant social media sites you simply do not exist. Herded by advertising and PR agencies promising greater customer engagement, companies are flocking into Facebook, Twitter and everything that smells social media.
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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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Knowledge Review: What Experience Would You Like with That?

Article posted: Sep 01, 2010 by Theodore Kinni

Greetings from Williamsburg,Va., an outpost on the new frontier called the experience economy. Well, maybe not so new. John D. Rockefeller Jr., the only son of Senior, who was, of course, the founder of Standard Oil and an iconic figure in the rise of the unfettered industrial economy, began buying up this sleepy Tidewater town in the 1920s.
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Blog Talk Radio: Episode 25 Lior Arussy

Article posted: Sep 01, 2010 by Lior Arussy

Lior is an author, visionary, consultant, and creative catalyst. He is the founder of Strativity Group.
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Customer Experience: It’s A Strategy Not A Complaint Reduction Programme

Article posted: Jun 23, 2010 by Lior Arussy

At a recent visit in Spain I was introduced to a local bank that describe to me his customer experience challenges. "We are very committed to customer experience," the Spanish bankers declared. "We even commissioned our own scent to be sprayed in all the branches." They reaffirmed the commitment. "So where is your next challenge?" I inquired. "The employees, "they responded, "they are not engaged."
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Social Media: Are We Really Listening?

Article posted: Jun 09, 2010 by Lior Arussy

I recently attended a panel at an SAP annual conference in Orlando where the subject of social media and Social Client Relationship Management was discussed. The need to engage with customers through the new channels was iterated multiple times. The message was clear -- communication without really listening and responding isn't communication.
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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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The Tribal Evangelist

Article posted: May 11, 2010 by Lior Arussy

The Web provides an incredible opportunity to generate referrals, and yet the corporate world has barely begun to leverage this potentially powerful resource: the chance to create authentic evangelism.
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Putting The 'Self' In Self-Service 2.0

Article posted: May 11, 2010 by Lior Arussy

A successful online customer experience allows customers to self-segment and to introduce their own variations—in language, color, font size, content, and any other element that, when you put the control in their hands, makes them feel like a more-integrated part of your company.
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The Trouble With Tribal

Article posted: May 11, 2010 by Lior Arussy

In the early days of the Web, companies recognized that driving customers to online self-service would reduce costs significantly. As a result, the earliest generation of self-service efforts—and, sadly, the self-service still common today—focused on simplifying the customer’s Web experience.
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The Profit And Opportunity Of Customer Experience

Article posted: May 10, 2010 by Lior Arussy

Is the investment in customer experience worth it? Will it deliver a long-term benefit and payoff?
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Webinar: The Collaborative Customer Experience

Article posted: May 06, 2010 by Lior Arussy & Lori Angalich

Webinar: The Collaborative Customer Experience
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Stupid Is As Stupid Does: This Shouldn't Apply To Your Customers

Article posted: May 06, 2010 by Lior Arussy

Organizations fall into two categories: Some treat their customers respectfully, consider them to be smart and sophisticated, value the relationships, and engage them in a mutually beneficial ways.
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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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Tiny Screw Syndrome (TSS) – The Disease Of Customer Experience Performance

Article posted: Apr 01, 2010 by Lior Arussy

Much has been written about the critical success factors inherent in customer experience strategies. We all lament the challenge of obtaining senior executive support; conflicting agendas; and lack of resources and investment. For one or another reason many organizations are simply unable to overcome these challenges.
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Creating Effective Leadership Sponsorship For Customer Experience Strategy

Article 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?"
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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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Where Does Innovation Come From?

Article posted: Jan 04, 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.
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Why A Traditional Siloed CRM Approach Is Doomed

Article posted: Jan 01, 2010 by Volker Hildebrand and Vinay Iyer, SAP

In a 2009 Strativity Group study of 869 executives, 80% of those surveyed declared that customer-facing strategies are high on their corporate agendas — and are even more important than they were three years ago.1 Strativity’s research also shows that companies that invest 10% or more of their revenues in the customer experience realize a far greater number of customer-driven referrals.
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Making Sense Of Customer Service

Article posted: Jan 01, 2010 by Meredith Schwartz

It is often said that customer service is what sets independent specialty retailers apart, lets them compete with big box stores despite usually higher prices, and keeps their customers loyal. In fact, half of small-business retailers who compete against major merchants say customer service differentiates their business from their larger competitors
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Good Customer Service Is Worth Every Penny

Article posted: Jan 01, 2010 by Meredith Schwartz

It is often said that customer service is what sets independent specialty retailers apart, lets them compete with big box stores despite usually higher prices, and keeps their customers loyal.
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Constructing A Customer Focus From The Ground Up

Article posted: Dec 18, 2009 by Mila D'Antonio

Companies continuously struggle with how to align their strategy, training, and processes to focus on the customer, but ProCure Proton Therapy Center in Oklahoma City, OK, has an atypical advantage. The center, which opened in July, built its business with the customer in mind.
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Wanted - A Courageous CEO!

Article posted: Dec 01, 2009 by Lior Arussy

This is an open letter to CEOs everywhere. Feel free to hand a copy to your CEO and / or your senior executives ASAP.
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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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You Are What You Measure

Article posted: Oct 01, 2009 by Lior Arussy

Can we measure how much has been written about metrics and measurements for customer relationships? There’s obviously boundless interest: At every conference, at least one person approaches me with a version of the classic “What should be the average handling time of calls for financial services customers in the Midwest?”
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Is Customer Loyalty Dead?

Article posted: Oct 01, 2009 by Louise Druce

Customers are now scrutinising firms more than ever when it comes to the products and customer experience they offer. So is customer loyalty dead? Lior Arussy gives his thoughts.
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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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Change The Rules With Amazing Experiences

Article posted: Aug 14, 2009 by Lior Arussy

Customer experiences are your core value proposition, not just package design. They are the true differentiators and the fulfillment of your company's mission. Most companies fail to understand this. For those that do, customer experiences are the first item on their strategic planning to-do list.
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Why Customer Loyalty Matters

Article posted: Aug 06, 2009 by Baldrige.com

A lot of organizations pat themselves on the back when their percent of satisfied customers is consistently in the high 90s. In contrast, a lot of high-performing organizations ignore customer satisfaction scores because the scores don’t reveal what needs to be improved or how loyal these satisfied customers are.
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Transforming To Become Customer Centric Organization

Article posted: Aug 01, 2009 by Lior Arussy

“How can companies with ingrained product-centric business models transform themselves into customer-centric organizations?”
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Defining An Outrageously Delightful Customer Experience - Book Excerpt

Article posted: Jul 29, 2009 by

"Companies recognize that customers are increasingly becoming more discerning and demanding in their choice of vendors," writes author Lior Arussy in the e- book Exceptional Service: Customer Experience, Self Service and the Human Interaction (Strativity Group).
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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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To Tweet Or Not To Tweet: That’s NOT The Question

Article posted: Jun 05, 2009 by Lior Arussy

Here we are again. A new technology is taking over and the world as we know it is coming to an end. The advent of this latest and greatest technology allows individuals to broadcast short messages of up to 140 characters anytime, anywhere.
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Customers - Without Them We Are Nothing

Article posted: May 05, 2009 by Lior Arussy

Sometimes the truth hits you so sharply and strongly that it becomes impossible to ignore. During a recent visit to the Doubletree Hotel in Madison Wisconsin I was fortunate to find myself chatting with Moria, the hotel’s assistant front desk manger about the hotel’s excellent customer experience.
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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 Financial Discipline Of Customer Experience

Article posted: Apr 01, 2009 by Lior Arussy

For many executives, the current economic times pose an unprecedented challenge – they need to make harder and tougher decisions about where to invest and where to reduce expenses. While this type of decision was made in previous recessionary times, it seems that the current crisis requires deeper cuts which actually touch the core value of what the organization delivers to its customers.
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Is Customer Experience Relevant In Tough Economic Times

Article posted: Apr 01, 2009 by Lior Arussy

This question is raised in every organization as we go into a difficult financial year. For many the answer is unequivocal “NO”
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Customer Loyalty To Whom?

Article posted: Mar 02, 2009 by Lior Arussy

When a customer is loyal to a brand, to whom is the customer truly loyal? Many CEOs posit that customers are loyal to an abstract entity represented by their companies' logos.
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The Top 10 Customer Experience Questions

Article posted: Mar 01, 2009 by Lior Arussy

We've compile@d this list of the top 10 customer experience questions and answers from Lior Arussy, President of Strativity Group. Lior receives hundreds of customer experience management questions every year, so chances...
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Sustaining The Customer Experience - Especially During A Recession (Hebrew)

Article posted: Feb 03, 2009 by Simcha Sigan

Sustaining the Customer Experience - Especially During a Recession
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Podcast: Lior Arussy On The Customer Experience In An Economic Decline

Article posted: Jan 19, 2009 by Barney Beal

The upcoming year presents some significant challenges for the customer experience as many organizations are cutting staff, budgets and programs. While conventional wisdom holds that it is during a recession that maintaining and getting the most out of your existing customers is more important than ever, that can be hard with fewer people and resources. We sat down with Lior Arussy, president of the Strativity Group, to discuss how organizations can keep focused on the customer experience amidst these challenges.
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Do You Have A Customer Experience Management Checklist?

Article posted: Jan 07, 2009 by Ginger Conlon

1 to 1 Marketing Editor Ginger Conlon was at Strativity Group’s two-day customer experience management (CEM) certification course and came away with a list of things to do for companies looking to make CEM a part of their DNA. She suggest that companies value customer not from a market share perspective, but from a relationship perspective.
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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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Neuromarketing Isn't Marketing

Article posted: Jan 01, 2009 by Lior Arussy

For quite some time I've been growing increasingly uncomfortable about a particular trend in marketing. I am referring to the "science" of neuromarketing.
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Passion Play - Customer Relationships Are A Marriage, Not A Fling

Article posted: Dec 11, 2008 by Lior Arussy

What many companies need is a corporate marriage counselor. Someone to help companies fall in love with their customers, and stay in love.
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Customer Experience In Challenging Economic Times - Part 2

Article posted: Dec 01, 2008 by Lior Arussy

In the previous article, we discussed the implications of cost cutting initiatives on the customer experience - principally the dilution of the customer experience and the eventual erosion in customer loyalty, revenue and profit.
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Customer Experience In Challenging Economic Times - Part 1

Article posted: Dec 01, 2008 by Lior Arussy

It's that time of the year again - budget time. Companies throughout the United States are working on next year's budgets, a challenging endeavor given the uncertainty and negative sentiment surrounding the economy.
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CRM Upgrades: Promises and Pitfalls

Article posted: Nov 05, 2008 by Nicole Lewis

A CRM upgrade can be an opportunity to reassess your company’s business goals and improve its services, efficiencies and costs. But switching to a new CRM version requires forethought, planning and a company-wide agreement that an upgrade can substantially improve client services.
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The Complexity Chasm

Article posted: Nov 05, 2008 by Lior Arussy

CRM within the high-tech industry is - unsurprisingly - complex. First, customers can be anyone: an indirect partner, a product reseller, a client, or a consumer.
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Virtual Spenders

Article posted: Nov 05, 2008 by Lior Arussy

It's becoming increasingly obvious that customers' expectations are changing - and a better experience is what they're coming to expect. Simply becoming efficient in completing a transaction is no longer the optimal result - a fact driven home by Lior Arussy, president of customer experience consultancy Strativity Group, during the opening keynote at CRM magazine's destinationCRM 2008 conference in later August.
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Self-Service Is Just Less-Than-Full Service

Article posted: Oct 01, 2008 by Lior Arussy

I recently came across a new book titled The Best Service Is No Service by Bill Price. Price argues that customer service operations only exist because of organizational dysfunction, and the longer customer service exists the more it perpetuates the problem.
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Good Service Delivered By Call Centers

Article posted: Oct 01, 2008 by Lior Arussy

Global Competition Proves Customer Service Professionals Really DO Care Contact Professional
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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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A Latte Of Customer Loyalty

Article posted: Aug 18, 2008 by Lauren McKay

The customer experience was the heart of the matter during this morning’s destination CRM pre-conference seminar led by Strativity Group president Lior Arussy.
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Customer Experience Or Nothing! When Customer Satisfaction Is Not Enough

Article posted: Aug 01, 2008 by Lior Arussy

So you measure customer satisfaction. The results seem to be good and you show some improvement. But somehow when you talk to customers they seem to never appreciate your services.
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The New Vs. Recycled Customer - A Customer Experience Challenge

Article posted: Aug 01, 2008 by Lior Arussy

If you represent a cell phone provider, insurance company or financial services institution, ask yourself how many new customers your organization acquires every year. Before you answer the question, let's agree on the definition of a "new customer."
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At Least We're Making Our Numbers

Article posted: Jul 01, 2008 by Lior Arussy

I recently spoke at a customer experience conference, and as I was listening to the other presentations, the theme was very consistent: "Customer experience is key to the company’s success." "No organization can afford to not do it." "The rewards are significant."
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The Starbucks Customer Experience – A Work In Progress

Article posted: Jul 01, 2008 by Lior Arussy

Several months ago I expressed my confidence in Starbucks ability to reinvigorate its flagging customer experience. My belief was rooted in Starbucks' customer centric DNA and its commitment to reconnect with customers who were increasingly disenfranchised with the company’s experience.
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The Business Case For Customer Experience

Article posted: Jun 01, 2008 by Lior Arussy

You've just completed your well prepared presentation to senior management emphasizing the need to implement a customer experience strategy, and it couldn't have gone any better.
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Gaining From Customer Satisfaction (CNBC)

Article posted: May 18, 2008 by Ariel Nelson

We have all had some miserable customer service experiences and as we sit on hold or try to navigate through yet another voice response system, we wonder how can these companies get away with this. In fact, a 2006 Harris Interactive Poll showed 40% of us would rather go to the dentist than deal with poor customer service. My most recent mind numbing experience with my phone company, Verizon, made me wonder if there is money to made off of this. Here is what I found...
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Good Enough Is NOT Customer Experience

Article posted: May 01, 2008 by Lior Arussy

We live in a world of excellence or mediocrity, in which our customers demand the absolute best. Customers are increasingly refusing to settle for mediocre products or services, preferring premium experiences – for which they are willing to pay premium prices.
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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 Amazing Customer Experience - Excellence Or Consistency

Article posted: Apr 01, 2008 by Lior Arussy

We live in challenging times. Customers' expectations are increasing exponentially. Their tolerance for anything less than amazing is diminishing. They demand excellence or they go elsewhere. Competitors are trying harder to delight customers constantly raising the customers' expectation bar. On the other hand, cost reduction efforts are everywhere.
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Monitoring The Customer Experience In The Call Center

Article posted: Mar 25, 2008 by Lior Arussy

Is is possible for a call center to measure customer experiences in real time, as call center agents are taking calls?
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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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What Are The Basic Needs Of Customers?

Article posted: Feb 14, 2008 by Lior Arussy

In your opinion, what are the basic needs of today's customers? What are customers looking for in customer service?
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The Starbucks Experience - Now What?

Article posted: Feb 01, 2008 by Lior Arussy

Over the past several months, Starbucks Coffee has released a slew of announcements highlighting the precarious situation of the once dominant purveyor of $4 lattés. During 2007, store traffic was essentially flat and Starbucks even witnessed the first quarterly decline in the US, since 2004.
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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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Do You Care About Your Customers’ Information

Article posted: Dec 01, 2007 by Lior Arussy

Have you ever heard stories about corporate files being stolen that contained salary and benefit information about corporate executives? How about incidents where companies sent CDs that contained their newest product formulas via regular mail?
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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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In Customer Experience Change Is Not An Option

Article posted: Oct 01, 2007 by Lior Arussy

Everyone loves change so long as they aren't the ones that have to change. 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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The Personality Of A Customer Experience Leader

Article posted: Sep 01, 2007 by Lior Arussy

The success of any customer experience initiative rests with executive sponsorship. Without executive sponsorship, customer experience initiatives and strategies are doomed to failure.
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Outbound Calling And The Customer Experience

Article posted: Sep 01, 2007 by Lior Arussy

When doing outbound calling to customers, what's the best way to open the conversation to start off a pleasant customer experience?
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Creating Customer Experience In B2B Relationships

Article posted: Aug 15, 2007 by Lior Arussy

Talk to customer experience executives in a B2B environment about emotional engagement and you will see their eyes roll. Ask them if they would consider designing retail stores with customized smell and music to reinforce the customer experience and you will most likely will be ushered out of their offices. Mention the iPod or MySpace experience and you will likely face a torrent of sighs and frowns.
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Is Your Customer Smart Or Stupid?

Article posted: Aug 01, 2007 by Lior Arussy

What kind of a question is it? You may ask. The cynic in you will respond - "Of course they are smart, they bought are products!" But the question I am raising goes beyond the entertaining factor. It is a serious question that every company that attempts to connect to its customers ought to consider very carefully.
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Ain't It Rich?

Article posted: Jul 01, 2007 by Lior Arussy

There's a growing distaste among shoppers at luxury brand stores. Some recent press reports cite customers' complaints about inattentive staff ignoring their needs and about indifferent treatment.
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Imperfect Scores

Article posted: Jul 01, 2007 by Lior Arussy

"Would you be willing to recommend us?" This question, underlying the Net Promoter Score (NPS) concept, is capturing the imagination of many executives in diverse industries (See "Influential Leaders" September 2007). Tired of five-inch-thick reports on customer satisfaction -- most of them simply Excel graphs in rainbow colors -- executives are flocking faster than ever to the NPS, gravitating to the concept due to its simplicity and clarity.
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Customer Experience In Procedures And Processes Or Why Customers Refuse To Follow The Rules

Article posted: Jul 01, 2007 by Lior Arussy

During a recent customer experience seminar, participants raised a common challenge regarding their ability to delight and even satisfy customers. Nearly all agreed that consistently delighting customers is virtually impossible when customers routinely believe that their individual cases are exceptions and that existing policies and procedures should not be applied to their problems.
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The Language Of Customer Experience

Article posted: Jun 11, 2007 by Lior Arussy

Imagine a customer who asks a server to bring him some extra napkins. The server brings over the napkins with a smile and asks if there is anything else he can do for the customer. Now, imagine a different customer who asks a server to bring him some extra napkins. This server brings the customer a stack of napkins, grunts, and turns away without a word.
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Customer Service As A Strategic Differentiator

Article posted: May 01, 2007 by Lior Arussy

During a recent webcast with more than 100 marketing and customer service managers, I asked participants about the degree to which their respective customer experiences need to be personalized. To my surprise, more than 50% of respondents reported that more than half of their customers routinely request experiences that are individually tailored to their needs.
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Five Customer Experience Lessons From The Volcanic Cloud

Article posted: Apr 26, 2007 by Lior Arussy

Regular MyCustomer.com contributor Lior Arussy was one of the many victims of the volcano ash cloud, stranded in the UK while waiting for European airspace to reopen so that he could return to the US. Here, he details his experiences - and outlines the lessons that businesses need to learn from the crisis.
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The Variance Factor

Article posted: Apr 01, 2007 by Lior Arussy

The one little secret that most business organizations refuse to spill is that despite all the process optimizations, updated CRM tools, and detailed training, they depend on their employees to exceed expectations.
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Effective Customer Complaints Handling

Article posted: Apr 01, 2007 by Lior Arussy

For the last several weeks, I, along with every other person with a television or newspaper, watched the media’s lynching of JetBlue. The lynching followed a February snow storm that left hundreds of passengers stranded on parked planes for up to 10 1/2 hours and a JetBlue acknowledgement that it waited too long to ask airport authorities for help getting passengers off the stranded planes.
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Data Breach Notification Must Demonstrate Commitment To Customer Service

Article posted: Mar 22, 2007 by Lior Arussy

What's the best way to notify customers of a security or data breach? Do you recommend having a policy in place in case this happens? What should it include? Obviously, our company is hoping to avoid a problem like this, but how should we alert customers if any kind of breach occurs?
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Can Online Customer Service Drive Customer Loyalty?

Article posted: Mar 22, 2007 by Lior Arussy

What's your take on new media like online customer service and how it affects classic customer service techniques? Must a company have self service to be successful these days?
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Benchmarking Or The Fear Of Change And Innovation

Article posted: Mar 01, 2007 by Lior Arussy

“What is the industry average for customer satisfaction?” “What is the benchmark for average handling time?” “What should be the target for our attrition rate?” “What is the industry benchmark for first call resolution?” “What is the accepted rate for escalation of customer complaints?” These are some of the questions I regularly encounter during the course of customer strategy research and consulting projects. These questions are so pervasive and asked so frequently, that I’m led to believe that executives are more concerned with meeting industry benchmarks or “the number” than they are with delivering great customer experiences.
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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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The Only Question You Should Ask Yourself

Article posted: Jan 03, 2007 by Lior Arussy

"What would you do if I could provide you with a new business model that would allow you to meet all of your financial goals without ever needing to deal with a single customer? Would you still be attending this presentation, looking for ways to excite and delight your customers?"
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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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Departing From Your Customers – ‘Goodbye’ Or ‘Until We Meet Again?’

Article posted: Dec 01, 2006 by Lior Arussy

We all focus on attracting and retaining customers. Our efforts, resources and creativity are geared towards this goal. However, very little attention is given to the manner in which we depart from our customers.
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What Is The Real Value Of Your Products?

Article posted: Nov 01, 2006 by Lior Arussy

An owner of an Indian restaurant in Tel Aviv, Israel, built his establishment on the foundation of customer choice – with a twist. Customers order the meal of their choice from a menu without prices and at the end of the meal, they are asked to pay according to their perceived value of the meal. The customer sets the price!
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Beware The Faulty Satisfaction Survey

Article posted: Oct 01, 2006 by Lior Arussy

I recently reviewed the results of a market research survey conducted to identify loyalty factors and map the customer experience at the behest of one of my clients. The company that conducted the survey identified specific loyalty factors that my client "should" focus on to build greater relationships with its customers. I recently reviewed the results of a market research survey conducted to identify loyalty factors and map the customer experience at the behest of one of my clients. The company that conducted the survey identified specific loyalty factors that my client "should" focus on to build greater relationships with its customers.
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What Do You Call Your Customers?

Article posted: Oct 01, 2006 by Lior Arussy

What do you call your customer? What names do you use to describe the customers with whom you are dealing?
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Customer Surveys – What’s The Purpose

Article posted: Aug 01, 2006 by Lior Arussy

What is the real purpose of customer surveys? The answer changes, depending on who you ask. Ask a company, and they will tell you that they are seeking feedback and validation. Pose the same question to a customer, and she will say that she invests time taking customer surveys because she seeks change and action.
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Redefining Self Service Experience – The Tribal Customer

Article posted: Jul 01, 2006 by Lior Arussy

The first article in this series described the utilitarian customer and the manner in which companies address his needs through self-service applications. However, despite their best efforts to delight the customer through the web, companies have rarely succeeded in elevating their web experiences beyond experience parity to a point of competitive differentiation.
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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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Making The Strategic Choice

Article posted: Jun 21, 2006 by Lior Arussy

The road to "Customer Focus Land" is paved with great intentions. As the AMA/HRI Customer Focus Survey Results 2006 indicate, respondents know what needs to be done. They are fully aware of the need for executive sponsorship, ongoing contact with customers and fast complaint resolution.
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Redefining The Self Service Experience – The Utilitarian Customer

Article posted: Jun 06, 2006 by Lior Arussy

Self service interactions have been a hot topic on the corporate customer relationship agenda for the last few years. Serving a role as cost buster, self service was eventually embraced with gusto by corporate executives. The first generation of self service efforts focused on simplifying the web experience of customers.
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Short Term Revenues At The Price Of Long Term Loyalty

Article posted: May 01, 2006 by Lior Arussy

I would like to congratulate all the customers of Northwest Airlines who loudly raised their voices. The airline announced cancellation of their plan to charge a premium price of $15 for exit row seats. The short lived plan apparently received such loud objections from customers to the point that the airline was forced to cave in.
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Captive Customers – Reality Or Fiction

Article posted: Apr 01, 2006 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. For a brief moment this executive's argument sounded like customer heaven for his company had identified a method for retaining customers with minimal investment. Reality was quite different.
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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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Perfecting The Art Of Problem Resolution

Article posted: Feb 01, 2006 by Lior Arussy

The search for the perfect customer service process is a never ending pursuit of companies. Executives are searching for the perfect process that will eliminate all problems, misunderstandings and by extension, customer complaints. Technologies and methods are being heavily deployed in the name of the perfect process and Six Sigma is steadily finding its place into customer service organizations. With the help of experts, customer service professionals are attempting to create the perfect service model that will eliminate disgruntled customers.
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The Biggest Enemy Of Customer Strategies

Article posted: Jan 24, 2006 by Lior Arussy

"By becoming a customer centric organization we will be more profitable." "We must focus on the customers." "The customer is the reason we are all here."
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Corporate Accountability - Achievable Oxymoron?

Article posted: Jan 08, 2006 by Lior Arussy

Companies talk about their values all the time in their advertisements. They say they are committed. They talk about building trust with their customers. They talk about caring about how we feel about their products and services.
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How To Create A Great Customer Experience

Article posted: Jan 01, 2006 by Lior Arussy

The question "how do we get started?" frequently crops up. Despite the fact that there is a mass of material available in the realm of customer experience, it seems to be too abstract in nature to help practitioners bring it to reality in their organizations.
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Is Your Product Really That Great

Article posted: Jan 01, 2006 by Lior Arussy

Loyalty programs won't work if a company's core product or service is perceived to have little or no value. If you're like many customers you carry several loyalty cards from your local supermarket, video store, or coffee shop (get-a-free-coffee punch cards are popular). How many airline mileage programs do you belong to?
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Where Do We Get Started? – The Quick Hits Are Under Your Nose!

Article posted: Dec 01, 2005 by Lior Arussy

So you want to delight your customers. Your company realized that the price pressure is not going to ease anytime soon (most likely will intensify to the point of impossible to bear). The customer turnover trend is pointing upwards while the profitability trend is pointing downward (it was really suppose to be the other way around. Something went wrong in the strategic process).
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The Art of Selling IT

Article posted: Nov 01, 2005 by Lior Arussy

Capture cooperation and excitement around CRM technology for its full benefits. The following conversation took place with a client not too long ago: "We are committed to the new CRM system--we can hardly wait for the implementation."
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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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Decisions At The Moment Of Truth

Article posted: Sep 03, 2005 by Lior Arussy

I recently attended a Formula 1 car race in Europe. Being close to the pit and having a special access pass allowed me to view all the activities surrounding the cars and the way they were managed. Although I have seen car races on TV before, the actual experience was much more amazing that the TV version.
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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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If You Benchmark, You’ll Find Customer-Centricity Sells Itself

Article posted: Jul 14, 2005 by Lior Arussy

Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the organization about the importance of the customer.
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A Question Of Execution

Article posted: Jul 02, 2005 by Lior Arussy

In my recent trips around the world I am coming across different slogans produced by ad agencies all claming total commitment to the customers. Taking you more personally declares Qatar Airways. Emotionally yours' is the promise of the Indian Airlines, Sahara. These slogans are no different than many others produced by brilliant (at least by their own description) advertising agencies who are trying to dress their clients with more customer centric messages.
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The Search For Growth Through Innovation

Article posted: Jul 01, 2005 by Lior Arussy

General Electric CEO Jeffrey Immelt is willing to face what most CEOs are still hiding from: Efficiency has come at the expense of the customer. The business press continues to cover G.E.'s efforts to find growth through innovation.
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An Interview With Lior Arussy (Turkish)

Article posted: Jul 01, 2005 by HANDE D. SÜZER

Kâra ulasmanin yolu müsterileriniz ile olan iliskilere “tutku” katmaktan geçiyor. Müsteri iliskileri alaninda uzman bir isim olan Lior Arussy, bu tezin atesli bir savunucusu. Bu konuda çok sayida kitapta imzasi var. Son kitabi “Passionate&Profitable: Why Customer Strategies Fail and Ten Steps To Do Them Right”ta ise yeni bir manifestoya imza atiyor. Müsteri stratejilerinin neden basarisiz oldugunu anlatiyor.
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Why Aren’t They Selling More?

Article posted: Jun 03, 2005 by Lior Arussy

"Why aren't they selling more?" a bank CEO recently asked me. "The bank is open so many hours a day and my people should be able to sell more of our services to our customers", he argued, obviously frustrated. This question, in one form or another, is being asked more and more by clients.
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So Do You Really Love Your Customers?

Article posted: May 04, 2005 by Lior Arussy

Lior Arussy reports on ground-breaking global comparative research that drills down into what organisations really think about their relationships with customers Î with some surprising and disturbing results.
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The Power To Serve

Article posted: May 02, 2005 by Lior Arussy

Let employees make mistakes--you'll be better off. 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?
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Make Customer Strategies Work: An Interview With Lior Arussy

Article posted: Apr 22, 2005 by Bob Thompson

In today's business world, there is a serious disconnect between intentions and executions, says Lior Arussy, author of Passionate & Profitable: Why Customers Strategies Fail and 10 Steps To Do Them Right! (John Wiley & Sons, 2005).
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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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Passionate & Profitable! The Economics Of Customer Relationships

Article posted: Mar 09, 2005 by Lior Arussy

Following the release of our 2003 Customer Experience Management Global Survey, and the results that were revealed last year, we felt compelled to identify the root cause of the inherent conflict between the nature of the customer and the nature of the company.
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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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Transforming IT – Information As Product

Article posted: Jan 23, 2005 by Lior Arussy

Imagine information as a product and imagine IT managers as sellers of that product. What is the best-selling piece of information? What is the shelf life of information? Would it withstand a competitive environment? Would customers actually be willing to pay for it? This is the way that IT needs to be viewed and managed.
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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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The Innovation By Design Not By Luck

Article posted: Dec 01, 2004 by Lior Arussy

One of the common mistakes in understanding innovation is the notion that innovation comes whenever it is ready. The belief that innovation requires this stroke of lightening that brings those amazing, earth shattering ideas.
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The New User Centric Prism, A New Role For IT

Article posted: Nov 01, 2004 by Lior Arussy

The technology world has undergone a number of significant changes in the last two decades. New technologies changed the foundations of traditional companies and gave birth to fresh ones. Markets and industries underwent fundamental transformations due to technological advances.
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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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Stop Wasting Everyone's Time

Article posted: Sep 01, 2004 by Lior Arussy

I recently visited a customer contact center that functioned both as a sales and a service operation. When the company's customers request a price quote, agents need to search in six different applications and then write the results on a piece of paper before selecting the right response to the customer's request. This archaic guessing-game of a system was prone to error, and average handle time was very high. Customers were frustrated.
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Los Clientes Son Tan Sensibles (Spanish)

Article posted: Sep 01, 2004 by Lior Arussy

Los sentimientos de los clientes incomodan al mundo corporativo. La percepción es que estas emociones no se pueden manejar bien, que son difíciles de representar en un gráfico de torta o de analizar en un reporte, y que por lo tanto deben ser ignoradas.
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Interview With Hankyung Business During SAP Leadership Forum 2004 (Korean)

Article posted: Jul 22, 2004 by Lior Arussy

Interview with Hankyung Business During SAP Leadership Forum 2004 in Korea
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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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Other People's Customers

Article posted: Jul 01, 2004 by Lior Arussy

For years we have been searching for the right formula for customer relationship success. We've heard the gurus and bought the books. We were inspired by the Ritz-Carlton's commitment to outstanding service.
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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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Complaints Are Great. Keep Them Coming!

Article posted: Nov 01, 2003 by Lior Arussy

Most companies consider customer complaints a primary source of their ongoing corporate headache. It is the part of the job that most people could do without. After all, who enjoys talking to upset people who are on the verge of screaming?
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Efficiency Versus Quality

Article posted: Aug 01, 2003 by Lior Arussy

Efficiency is not a winning strategy when it comes to dealing with people. Why is it, then, that we think we can create lasting customer relationships while measuring to the second--and constantly trying to reduce--the average talk time for service calls?
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Stop Wasting Your Money On Customers!

Article posted: Jul 08, 2003 by Lior Arussy

At all times your investment of resources and efforts should be aligned with two critical dimensions of your customer relationships: the differentiating touch points and the profitable customer segment. Any investment outside of these dimensions will be considered wasteful and unjustified.
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The Efficient Lover

Article posted: May 12, 2003 by Lior Arussy

It is really not me, it is you," he said. "You see here is the chart of our relationship as I was tracking it so carefully." He pulled the color-coded chart full of red spots and very few yellow and green spots. Surprised, she was staring at the chart, not aware that it existed until a minute ago.
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Como Ignorar Seu Cliente Mais Fiel (Portuguese)

Article posted: Sep 25, 2002 by Consumidor Moderno

Identificar tendncias de mercado e determinar desejos dos consumidores um desafio crescente para os negcios mundiais. Com o objetivo de conquistar essa percepo crtica, os negcios de hoje esto comprometidos a ir fonte, avaliando vivncias e mesmo consumidores em potencial. Afinal, qual fonte melhor que as pessoas que compram ou podero comprar os seus produtos?
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How To Ignore Your Most Loyal Customers

Article posted: Aug 01, 2002 by Lior Arussy

Identifying market trends and determining customers’ wishes is an ongoing challenge for businesses worldwide.
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Don't Take A Call, Make A Contact (Chinese)

Article posted: Jan 02, 2002 by Lior Arussy

Don't Take a Call, make a Contact
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How To Listen To Your Client (Hebrew)

Article posted: Sep 11, 1996 by Lior Arussy

How To Listen To Your Client
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Don't Lose Your Heart, Or When Bureaucracy Reaches The Rate Of Growth (Hebrew)

Article posted: Mar 27, 1996 by Lior Arussy

Don't Lose Your Heart, or When Bureaucracy Reaches The Rate of Growth
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Love Your Customers As You Love Yourself (Hebrew)

Article posted: Nov 07, 1995 by Lior Arussy

Love Your Customers As You Love Yourself
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