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 (CX) programs have hit a wall. Practitioners have generated a great deal of activity around journey mapping, voice-of-customer programs, and...

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 but be jealous of the emotional loyalty fans demonstrated toward their favorite teams. If companies were able to generate such...

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 experiences consistently. There is a hidden enemy working against you if you try to activate a customer-centric transformation within an...

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 basement flooded while I was on vacation with my family in California. Chubb is our insurance company. Chase holds the...

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 do you explain such a contradiction?  There are several ways to approach the issue. It was best expressed during one of...

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 everyone else. Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. Nor does it require consensus and acceptance...

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 to your CEO and his team. They were all concerned and reiterated the importance of this program and how critical the...

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 no one wants to talk about: response rate. Most customers ignore or refuse to respond to all the requests for...

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 receive these days is "can I improve my company's Net Promoter score (NPS) or customer satisfaction?" The short answer we...

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 developing an organization-wide email strategy and chat strategy was all the rage. Companies were forced to consider their strategy...

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 at your guests' expense. I am writing this article not with the purpose of blame and shame and therefore refrain from...

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 seems as if the market is turning on these online coupon businesses and demand is declining. Merchants are now...

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, jump on the bandwagon and create a map detailing the complexities of their customers' journey. Then what? According...

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 in 30 days without any efforts or budget. Welcome to my protest. (I promise to provide two golden rules...

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? Many leadership gurus have responded to this question. Pages were filled with theories about the stress and loneliness...

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 bars on the customer's expectations for theatrical experiences. I will leave this job to authors Pine and Gilmore and...

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 your comfort zone is somewhere between 0% and 100%. Did I mention this was a tricky question? Trust, like…

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 was a message of frustration from an executive who has been engaged in customer experience efforts for several years but...

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 their top 5 competitors. Alternatively we will be asked "so how does our NPS compare to others?". ...

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 to Twitter" the article describes the ways Delta Airlines and others respond to angry customers who tweet. The sad...

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