THE EFFICIENT LOVER

"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.

"As you can see," he continued, "the average enjoyment per dollar spent is at its lowest ever, the average time to close complaints is sky-rocketing, and the average response time to my requests is reaching all-time high. I am not sure how we got there, but I am sure it is not going to continue that way. As I said it is not me, it is you."

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|| CUSTOMER EXPERIENCE MANAGEMENT SURVEY
We are conducting a survey to identify global trends and we invite you to participate. You may click here to fill out this survey anonymously and we will share the results with all the participants. Don't miss entering, as this will also entitle you to enter into a draw to win one of 20 sets of 'Posters that Deliver Excellence' (value US$ 149). more info>

|| CRM magazine selected Lior Arussy as 2003 Influential Leader.

|| AMERICAN MANAGEMENT ASSOCIATION selected STRATIVITY Group, Inc. to develop its first customer strategy course. The course will be part of the strategy and leadership track and will be launched in March, 2004 in New York City.

|| CRM Congress of Brazil. Keynote Speaker – Lior Arussy. September 30 - October 1, 2003, Sao Paulo, Brazil. more info>

|| CMP: Call Center Demo & Conference West 2003 - How to Strive for Quality and Achieve Excellence. October 21-23, 2003, Scottsdale, Arizona. more info>

|| IQPC/Call Center Exchange: Motivating, Training & Coaching CSR's for Improved Call Center Performance - What Is Your Experience? Customer Experience Excellence and the Art of Employees Experience. November 11-12, 2003, Dallas, Texas. more info>

|| STRATIVITY Group - European CEM Fundamentals Seminar. November 20, 2003,
London, UK. more info>

Dear friend:

Welcome to our first newsletter. The last several months have been hectic as we launched our worldwide seminar tour, a worldwide customer attitude study, a new product for the call center market, published numerous articles and conducted consulting work for leading clients. With your support, these activities have started to leave a mark on the market and I was recently presented the “2003 Influential Leaders” award by CRM magazine. Thank you.

In this newsletter, as it is with all our activities, we focus on three dimensions; Inspiration, Information and Creating Impact. Customer strategies and customer experience work has to come from within the organization. No outsider can do the job for you. At Strativity Group we see our role as the catalyst providing inspiration, the tools and the information to allow you to make an impact.

Don't miss the opportunity to participate in our new CEM survey, designed to identify global trends! By entering you could win a set of 'Posters that Deliver Excellence' (value US$ 149). enter now>

Feel free to contact me with any suggestions and recommendations at lior@strativitygroup.com.

Have a great experience.