Lior Arussy
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)
Innovate Your Invoice Customer Experience
Each time I stay at a Hampton Inn I remember a simple lesson; customer experience does not have to be luxurious. Hampton Inn...
Classic Customer Experience Lessons From Google Nexus One Phone
The New York Times published today a story about how customers of Google's Nexus One phone are treated when they have problems. http://www.nytimes.com/2010/01/13/technology/companies/13google.html?em The story...
How Far Would Employees Go?
I recently discovered a new company dedicated to helping employees to get jobs . In this economy this is a noble approach and...
Jump Start Your Innovation
Many of our clients routinely seek opportunities and methods to make their organizations more innovative. They believe that being more innovative will allow them...
Time Warner Cable Engage Customers
It is interesting to observe the method in which Time Warner Cable chose to engage its customers to address its dispute with Fox. ...
The Ryanair Customer Experience – Does Customer Abuse a Sound Stratgey?
It was a December Sunday when I was reading the Financial Times Interview with Ryanair CEO Michael O'Leary. Here is couple of nuggets...
Social Media Hype – How Far Do We Take It?
There are moments when someone else does the job so well that you should just keep silent and let others do the talking. ...
Wanted – A Courageous CEO!
This is an open letter to CEOs everywhere. Feel free to hand a copy to your CEO and / or your senior executives...
Customer Centric Organizations – The Price Of Failure
Despite their best intentions, many product centric companies have been unable to successfully transform into customer centric organizations. Research of successful and unsuccessful organizations...
Planning Your Customer Experience? Listen To Your CEO!
If you are like many other customer experience professionals, you are probably wrapping up your 2009 project schedule and are already planning your 2010...
Customer Experience – Grandma’s Test
As we were conducting the CEM Certification event this week (www.CEMCertification.com) I was approached by one of the participants with an interesting question....
How Not To Do it – Overpromising
In my travel this week in Europe I came across a new ad campiagn by a local bank. The bank advertising reads "14,000...
Customer Experience In the Most Unusual Places
I am speaking at Fabraban conference in Sao Paulo for Brazilian Bankers. It is amazing how every one is chasing the same customer...
Think Before Your Tweet! Are You Ready For Social Media?
Here we are again. A new technology is taking over and the world as we know it is coming to an end. The advent...
Change the Rules with Amazing Experiences
Customer experiences are your core value proposition, not just package design. They are the true differentiators and the fulfillment of your company's mission. Most...
Customer Experience is Alive and Kicking During the Recession
For many executives the current economic times provided with an excuse to reduce all value to customers to the bare minimum. "Customer care about...
Rethinking Self-Service As A Customer Experience
In our recently released Customer Experience Consumer Study of 1,994 consumers established that customer experience matters to them even in this economic environment. The...
Fast Affordable Customer Experience Strategies
The economic times we are facing are placing us in a tough spot. On one side we need exceptional customer experience more than...
“Our Customer Did Not Leave” Is Not A Customer Strategy
"Our customers rarely leave us," I was recently told by an executive. "I understand all about customer strategy, but it is not relevant...
British Airways Is Holding My Luggage Hostage!
For years I was refused to broadcast the name of companies who deliver a bad experience to me. Today I will break this rule...