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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)

Progressive Thinking About Pricing

Progressive Insurance did it again. From the company that introduced competitive price comparison, now comes "make your own price". The company demonstrate...

Stop Promising – It’s Execution Time

In my recent trips around the world I am coming across different slogans produced by ad agencies all claiming total commitment to the customers....

Customer Experience Leaders Break Out of Boom and Bust Cycle

The economy is down. Way down. The overall mood in businesses is down as well. No one knows when things will turn around. A...

WOW Brands or NOW Brands?

WOW brands represent those few, select organizations which truly live up to their brand promises and deliver exceptional customer experiences. These are the brands...

CEM Certification Experience – Change Management

At our recent CEM Certification course (www.cemcertification.com) we met with executives from around the world who are all on the journey to create a...

Are We Repeating the Same Stupid Mistakes?

This economic times are putting pressure on all of us. I have recently heard executives discussing the need to focus their efforts on...

Customers – Without Them We Are Nothing

Sometimes the truth hits you so sharply and strongly that it becomes impossible to ignore. During a recent visit to the Doubletree Hotel in...

Lying Customers and Relationship Responsibilities

If you have made it through the headline, I will assume that I have your attention! Over the last twelve months, we have been...

Customer Experience in Challenging Economic Times, Part 2

In Part 1, we discussed the implications of cost cutting initiatives on the customer experience – principally the dilution of the customer experience and...

Customer Experience in Challenging Economic Times, Part 1

It's that time of the year again - budget time. Companies throughout the United States are working on next year's budgets, a challenging endeavor...

The Personality of a Customer Experience Leader

The success of any customer experience initiative rests with executive sponsorship. Without executive sponsorship, customer experience initiatives and strategies are doomed to failure. While...

A Customer Experience Emergency: Call 911!

On August 5, 2008, Reginald Peterson entered his local Subway and ordered two sandwiches. When he realized that the sandwiches were prepared without his...

The Starbucks Experience: Now, What?

Over the past several months, Starbucks Coffee has released a slew of announcements highlighting the precarious situation of the once dominant purveyor of $4...

Don’t Ask if You Can’t Act

Despite the tendency of companies in every type of industry to seek customer feedback through seemingly customer-centric surveys, the state of the customer experience...

Good Enough Is NOT Customer Experience

We live in a world of excellence or mediocrity, in which our customers demand the absolute best. Customers are increasingly refusing to settle for...

Create Organizational Excellence Through Customer Experience

The average call center employee handles 40 calls a day and 10,000 calls annually. These calls represent some of the thousands of Daily Choices...

If You Benchmark, You’ll Find Customer-Centricity Sells Itself

Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does....

Passionate Employees Are the Fast Track to Revenue Growth

I recently read an interesting story in The Times of London that I want to share with you. Barbara Boegner and Gustav Myburgh were...

Make Customer Strategies Work: An Interview With Lior Arussy

In today's business world, there is a serious disconnect between intentions and executions, says Lior Arussy, author of Passionate & Profitable: Why Customers Strategies...

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