Lior Arussy

Your CX Is Stuck, Now What? 7 Tips to Get Moving in the Right...

2018 has been declared as a year of reckoning by Forrester. At the top of Forrester’s 2018 prediction is the claim that Customer Experience...

6 World Cup Lessons Applicable to Every Customer Relationship

Watching the World Cup unfold before our eyes in the last month has been exciting. As a customer strategy professional, I could not help...

The No. 1 Enemy of Customer Experience Transformation

I discovered a simple truth after over 150 journeys with clients, working toward transforming their organizations into customer-centric centers and toward delivering exceptional customer...

A Tale of 2 Companies: Contrasting Customer Experiences

Following the flooding of my basement, I was quickly introduced to two different companies who handled the same issue in contrasting ways.  Quick background: My...

The Power to Serve: 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...

Three Effective Ways to Create a Cynical Culture

In organizations, cynicism arises amid negligence, and it only takes one cynical employee to ensure cynicism will spread into the hearts and minds of...

Employee Engagement – Don’t Make the Wrong Assumptions

So you've selected a vendor and conducted an employee engagement study. You've even compared the results to the global benchmark and presented the findings...

10 Steps to Customer Feedback and Dialogue Excellence – Are You Looking at the...

A cornerstone of the customer experience revolution, organizations around the world are increasing their investment in soliciting customer feedback. Yet there's one dirty little secret...

Want Improved NPS? Not So Fast – First, Perfect Your Performance

You can improve your Net Promoter score, but companies must first take a long, hard look in the mirror. The most common request I...

What is Your Finger Strategy? Reflections on Mobile, Social and Other Customer Strategies

And here it comes again – that feeling of déjà vu but with a small tweak. If you recall, in the year 2000...

How To Destroy A Legendary Brand Through Awful Customer Experience: The Legendary Luxury Hotel...

If you are looking for the CliffNotes version of this story it is quite simple – lean on your great heritage and cut costs...

The Beginning of the End of Groupon – Why Price is Not a Sustainable...

One cannot read the news these days without hearing about the difficulties Groupon, Living Social and the other daily deals companies are facing. It...

Customer Journey Mapping – Doing It Right

A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent years. Many companies show interest,...

The 2 Golden Rules To Customer Experience Success in 30 Days. Guaranteed.

So I got your attention? It seems so. You too are looking for the two golden rules to transform your organization...

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

Watching the IMF former leader scandal unfold followed by other public figures succumbing to undispicable behavior, I was amazed. What were they thinking?...

Lady Gaga and Customer Experience Principles

Got your attention with this title? No I am not going to write about the theatrics of Lady Gaga and how they raise the...

Stop Selling – Innovate the Sales Experience

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...

Customer Experience 2.0 – A Disciplined Blueprint for Execution

"We are tired of the entertainment," is the statement we heard from a chief customer officer of a major European mobile provider. It...

Stop Customer Experience Benchmarking – Stop The Excuses

So here is how the story goes. The client is asking to conduct a benchmark of their customer experience and compare it to...

Is Shame The Only Way To Obtain Decent Experience?

Today's Wall Street Journal published another article about how customers who tweet gets their way with vendors. Titled "The Airlines' Squeaky Wheels Turn...

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