Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)
Imagine a husband who tries really hard to listen to his wife. He watches What Women Want, reads Men are from Mars, Women...
Working recently with a highly regulated client, the issue of legal limitations was raised (again). "We are heavily regulated and as such we...
Was recently challanged with expressing Customer experience management in 15 words. See the results below. Build The Business Case. Understand Customer Needs. Innnovate Experience. Inspire...
I recently spent a week in Japan working with a client and had an eye opening experience. Although I had visited Japan on...
A front page piece today in the New York Times ("Saving Chevrolet Means Sending 'Chevy' to Dump") discuss the recently released memo by General...
I recently attended a panel at SAP annual conference SAPPHIRE NOW in Orlando where the subject of social media and Social CRM was discussed....
Bob Thompson interviews CEM thought leader Lior Arussy about his latest book, Customer Experience Strategy: The Complete Guide from Innovation to Execution. Topics...
Throughout our work in designing and deploying customer experience strategies, we often come across a sad phenomenon. We receive calls from customer experience...
uSwitch.com just published their 2010 Customer Satisfaction Awards. This study provides a clear view as to how customers rank the service they receive...
I am back home. The return home presents another set of lessons. Considering the fact that during 9/11 I was stuck in...
This is going to be a positive one. In the sea of chaos and helplessness that we are all facing, I would like...
And so the journey continues with hotels and airlines being clueless on how to treat their customers during this difficult time. You would...
So the journey continues. No one knows what comes next. The newspapers report of airlines and train companies who are taking advantage...
Well, joining tens of thousands of passengers worldwide, I am currently not where I was planning to be. The Volcanic ashes took over...
When Lou Gerstner took over as CEO of IBM in 1993, he requested to see the customer satisfaction scores for the database division. The...
In preparation for a customer experience strategy launch, I sat down with the senior leader sponsoring the initiative ad briefed him on the need...
As you plan your trip to Morocco, there is one piece of advice that you will hear repeatedly: negotiate the prices. All past...
One of the main casualties of the economic crisis is the customer new version of value. Bombarded by on going offers for 70%...
Yesterday I posted a critical piece on the way Toyota is handling their customers trust building efforts. Toyota Experience-open letter to Toyota's president Today,...
Let me start by stating the obvious. I can't imagine what you are going through right now and I do not envy your...