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Books by Strativity

In his acclaimed books, Strativity’s president and founder, Lior Arussy, distills fascinating learnings and breakthrough strategies from over twenty years of Customer Experience innovation. Buying books to distribute throughout your company? We provide discounts for bulk purchases, so please contact us directly to order.

 

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  • Exceptionalize It!

    Why is exceptionalism so important now?

    The answer is quite simple. You have no other choice. Meeting expectations is no longer sufficient. Doing your job is not a reason to keep you as an employee.  Customers expect exceptional experiences. Managers demand exceptional performance. And ultimately, your commitment to excellence requires it.

    It is a wake-up call to stop accepting mediocrity and average performance. While respecting your achievements to date, staying relevant requires you to constantly examine the simple question: Are You Exceptional?

     

    Purchase on Amazon.com
    "Exceptionalize It is a call to action and reaffirmation for anyone interested in growing revenues, profits, loyalty and advocacy... through an engaged team and organization that is focused on consistently delivering a best-in-class customer experience."

    Hendrik Hynekamp

    General Manager, Customer Experience

    Customer Experience Strategy-The Complete Guide from Innovation to Execution

    Customer Experience has penetrated the mainstream corporate agenda. Customer Experience Strategy will provide a complete strategic and operational framework for organizations and individuals committed to deploying customer experience. The book has been gleaned from years of designing and implementing customer experience strategies at organizations worldwide.

    Featuring success stories from Ritz Carlton Hotels, Zappos, E.ON, Thomson Reuters, ProCure, Wal-Mart, Harrah’s Entertainment, Banco Popular, Virgin, Honeywell, HSBC, Home Depot, USAA, Timberland, Four Seasons Hotels, Yelp.com, Sony, Hyundai, Kellogg’s and many more.

     

    Purchase on Amazon.com
    "Customer Experience Strategy, is the most ambitious and successful attempt at a comprehensive text on the practice of customer experience management (CEM) to date... refreshingly practical."

    Theodore Kinni

    Writer, Strategy+Business

    Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers

    In Excellence Every Day, Arussy demonstrates that a company's success is the direct consequence of the many choices its people make daily. His inspired (and inspiring) remedy is the "Daily Choice," a strategy that empowers employees to reach new heights of excellence—delighting customers and achieving superior results from the bottom up.

     

    Purchase on Amazon.com
    "Excellence Every Day examines the importance of delivering service excellence consistently...  It's a must-read for executives seeking to boost employee and customer engagement by creating a long-term strategy for everyday excellence."

    Ginger Conlon

    Editor-in-Chief

    Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!

    Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again—for years to come!

    Purchase on Amazon.com
    "[Passionate & Profitable] provides a clear blueprint for successful customer relationships.  It is a must-read for executives who are serious about pleasing their customer"

    Guy Kawasaki

    Author

    Innovating IT: Transforming From Cost Crunchers to Growth Drivers

    The IT challenge: to reinvent itself IT operations stand at a critical juncture. IT organizations must define their identity, their role, and the contribution they will make to the accelerating pace of technology commoditization. In this visionary volume, Lior Arussy offers a revolutionary thesis IT must become a manager responsible for a product, and that product is information.

    Purchase on Amazon.com
    "Lior Arussy's manifesto issues a clarion call for IT executives to see themselves not only as enablers... but as leaders and pioneers of true strategic advantage."

    Russell M. Artzt

    Executive Vice President

    The Experience! How to Wow Your Customers and Create a Passionate Workplace

    "...a cautionary tale for the transition companies must make to turn cost-based 'call centers' into profit-building 'contact centers." -- Martha Rogers, Partner, Peppers and Rogers Group

    Purchase on Amazon.com
    "A 'must read' for managers: this is a great guide for pulling the customer back into your management loop."

    Jerry Vass

    Author