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)
VoC is not Customer Experience Management
Imagine a husband who tries really hard to listen to his wife. He watches What Women Want, reads Men are from Mars, Women...
“We are regulated” is a not an excuse to upset customers
Working recently with a highly regulated client, the issue of legal limitations was raised (again). "We are heavily regulated and as such we...
Customer Experience in 15 Words
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...
Lessons from a Japanese Customer Experience
I recently spent a week in Japan working with a client and had an eye opening experience. Although I had visited Japan on...
Consistency Is Critical To Chevrolet Experience, Not Just Name
A front page piece today in the New York Times ("Saving Chevrolet Means Sending 'Chevy' to Dump") discuss the recently released memo by General...
Social CRM – Stop The Hype! – Get Ready
I recently attended a panel at SAP annual conference SAPPHIRE NOW in Orlando where the subject of social media and Social CRM was discussed....
Executing a Successful Customer Experience Stategy: An Interview with Lior Arussy
Bob Thompson interviews CEM thought leader Lior Arussy about his latest book, Customer Experience Strategy: The Complete Guide from Innovation to Execution. Topics...
THE Frustration of the Customer Experience Leader
Throughout our work in designing and deploying customer experience strategies, we often come across a sad phenomenon. We receive calls from customer experience...
The Ultimate Judge In 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...
Customer Experience Volcanic Moment of Truth – Last Chapter
I am back home. The return home presents another set of lessons. Considering the fact that during 9/11 I was stuck in...
Customer Experience Volcanic Moment of Truth Part 4 – The Power of Smile
This is going to be a positive one. In the sea of chaos and helplessness that we are all facing, I would like...
Customer Experience Volcanic Moment of Truth Part 3
And so the journey continues with hotels and airlines being clueless on how to treat their customers during this difficult time. You would...
Customer Experience Volcanic Moment of Truth Part 2
So the journey continues. No one knows what comes next. The newspapers report of airlines and train companies who are taking advantage...
Customer Experience Volcanic Moment of Truth Part 1
Well, joining tens of thousands of passengers worldwide, I am currently not where I was planning to be. The Volcanic ashes took over...
Re-Evaluating Performance Evaluation
When Lou Gerstner took over as CEO of IBM in 1993, he requested to see the customer satisfaction scores for the database division. The...
Creating Effective Leadership Sponsorship For Customer Experience Strategy
In preparation for a customer experience strategy launch, I sat down with the senior leader sponsoring the initiative ad briefed him on the need...
Generous Experience – The Anti-Discounting Strategy
As you plan your trip to Morocco, there is one piece of advice that you will hear repeatedly: negotiate the prices. All past...
Stop Discounting Start A Customer Experience
One of the main casualties of the economic crisis is the customer new version of value. Bombarded by on going offers for 70%...
On Tiger Woods, Rebuilding Trust, and Customer Engagement
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,...
Toyota Experience – Open Letter to Toyota’s President
Let me start by stating the obvious. I can't imagine what you are going through right now and I do not envy your...