Strativity - Creating Profitable Customer Experiences

Employees' Pride and Passion - Stop The Erosion - Drive Loyalty.

Posted on: September 25, 2011 by: Lior Arussy

Employees' pride and passion drives loaylty. But you can't pay people to deliver them.

Lady Gaga and Customer Experience Principles.

Posted on: June 20, 2011 by: Lior Arussy

Got your attention with this title? No I am not going to write about the theatrics of Lady Gaga and how they raise the bars on the customer’s expectations for theatrical experiences. I will leave this job to authors Pine and Gilmore and the Disney magic developers. But Lady Gaga songs are carrying a message to all marketers and customer experience professionals. If you seek to understand he mind of the customer and how to exceed their expectations then listen to their soul food. In this case it is “Born This Way” one of Gag’s latest hits.

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

Posted on: June 20, 2011 by: Lior Arussy

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

Stop Selling – Innovate the Sales Experience

Posted on: April 13, 2011 by: Lior Arussy

Hopefully your comfort zone is somewhere between 0% and 100%. Did I mention this was a tricky question? Trust, like pregnancy is not subject to percentage. You’re either pregnant or not. You either trust someone 100% or you don’t trust that person at all. Similarly with sales people, you either trust their claims fully or you do not trust them at all.

Customer Experience 2.0 – A Disciplined Blueprint for Execution

Posted on: January 17, 2011 by:

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

The Only Question You Should Ask Yourself.

Posted on: December 16, 2010 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. Despite these challenges, corporate executives seem under prepared to address them and propel their organizations forward. One executive recently confided in me that

In Customer Experience, change is NOT an option.

Posted on: December 15, 2010 by: Lior Arussy

Today's companies are facing greater pressures than at any other time in recent memory with increasingly stiff competition, intense price pressure and changing market dynamics that threaten existing business models. Despite these challenges, corporate executives seem under prepared to address them and propel their organizations forward. One executive recently confided in me that "in our lifetime, half of our customers will be out of business." Another stated that "we aren't sure what our value proposition is." I used to believe that organizations operating in commoditized markets and facing threats to the long-term success of their businesses would place the innovation of customer experiences at the top of their corporate agendas. Similarly, I thought that companies would be racing to undergo dynamic change given the severity of the challenges they face. On all accounts, I couldn't have been more wrong.