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“Customer Experience is not just about

passion. It is about profitable results.”

~Lior Arussy

News and Updates – March 2014

Posted: Mar 25, 2014 by Katie OConnell

Join our mailing list! Scroll to the bottom of the page and enter your email. Customer Experience Management Certification – Register Today  Customer Experience isn’t a nice to have. Leading companies don’t invest in the experience they deliver because they are philanthropic. Companies that invest in customer experience are rewarded with greater customer loyalty, which […]

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Excerpts from Customer Experience Strategy: Employee Engagement

Posted: Mar 25, 2014 by Katie OConnell

Customer Experience Strategy: The Complete Guide From Innovation to Execution, written by Strativity President and Founder Lior Arussy, provides a complete strategic and operational framework for organizations and individuals committed to delivering exceptional customer experiences. The book has been gleaned from years of designing and implementing customer experience strategies at organizations around the world. Employees […]

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Three Effective Ways to Create a Cynical Culture

Posted: Feb 25, 2014 by Lior Arussy

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

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News and Updates – February 2014

Posted: Feb 21, 2014 by Katie OConnell

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

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Why Employee Engagement Programs Fail

Posted: Feb 20, 2014 by Ed Murphy

Companies spend countless amounts of time, energy and money trying to get to the heart of the engagement question, but most fail to improve and some worsen employee engagement. What are they doing wrong? Most companies look at engagement as a task involving surveys, long PowerPoint decks, and endless committees (which talk but never implement). […]

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Are you sitting at the kids’ table?

Posted: Feb 20, 2014 by Michael Starr

Co-written by David Jackson, Clicktools CEO, & Michael Starr, Principal, Strativity Remember those family events where the adults sit at one table and discuss grownup subjects, while the kids sit at another table chatting about entirely different things? This is natural. What interests kids and adults are poles apart and, as anyone with teenage kids […]

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Employee Engagement – Don’t Make the Wrong Assumptions

Posted: Feb 13, 2014 by Lior Arussy

So you selected a vendor and conducted an employee engagement study. You even compared the results to the global benchmark and presented the findings to your CEO and his team. They were all concerned and reiterated the importance of this program and how critical the well-being of employees is to the future of the organization. […]

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

Posted: Feb 07, 2014 by Ed Murphy

It never ceases to amaze me how retailers continually struggle with the concept of customer experience. My customer experience blunder award for this past holiday season goes to Best Buy for providing a single experience that demonstrated the worst AND best of retailer customer experiences. 1. The Mission I needed to buy a laptop for my […]

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News and Updates – January 2014

Posted: Jan 31, 2014 by Katie OConnell

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

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The High Price of Disengaged Employees

Posted: Jan 31, 2014 by Ed Murphy

Numerous research studies have been conducted to validate that there is a linkage between Employee Engagement and Customer Experience, however, research is not necessary to prove that engaged employees provide a better customer experience.  When most organizations discuss employee engagement, the focus is on how having more engaged employees will help the bottom line. Few […]

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