Build exceptional experiences through emotional connections.
Why the challenges you face may not be your fault.
What do you really think about your customers?
There are no shortcuts to customer strategy.
Increase your ROI with an investment in attitude.
Stop treating them like children and open a dialogue
Immerse yourself in the world of your clients to appreciate their true expectations
A salesperson must make a customer feel as if he must have it
Customer experience 2.0 demands more discipline than 1.0
Enough with the buzzwords and hype. Let's start doing.
An eruption of volcanic ash leads to an eruption of service mistakes.
Your biggest fans can be your best marketers—provided you do everything in your power to enable them.
The real revolution is enabling customers to define their own interactions.
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
In the drive for the tribal experience, Self-Service 1.0 no longer works.
Your company is more than the sum of its transactions
The measurements you track are an indication of the customer relationships you want to have.
From now on, consumers will be saddled with residual uncertainty.
Only if you remember why it mattered in the first place.
Focus on the customer's heart, not his head.
The real thing requires tailored, customized, and personalized solutions.
If that's the case, do we really need to change?
In an exclusive excerpt from his new book Excellence Every Day, industry thought leader Lior Arussy examines the truth--and crippling fictions--behind the value of experience.
Lofty statements too often end up as small and meaningless actions.
The ever-evolving journey toward exceptional customer experience.
Is a new industry standard keeping executives from focusing on the relationships that matter?
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
CRM needs new tools to help align customers and employees for the best service satisfaction.
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
Market research firms must measure complete experiences to help clients differentiate products and services.
Avoid paying the price of oversimplified customer interactions.
By trying to reduce costs, companies reduce the overall value they provide to customers and drop performance below customer expectations.
Loyalty programs won't work if a company's core product or service is perceived to have little or no value.
Capture cooperation and excitement around CRM technology for its full benefits.
Fear keeps many workers from reaching their full level of commitment and productivity.
G.E. reevaluates its efficiency-related efforts.
Let employees make mistakes--you'll be better off.
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
If customers fail to see value, they regard your products or services as commodities.
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
The faster you deliver relevant information, the more competitive your offering will be.
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
Businesses that build themselves on logic only will be expensive to operate.
Rarely do we see principles-based education that allows employees to use common sense to solve the customers' problems, and deliver a pleasing experience.
Growth does not come from cost cutting, but from customer relationships.
Remember, customers have a choice when facing a complaint: They can call you or call your competition. Complaints are second chances, and we don't get too many of those.
Many customer-centric initiatives fail because they are done on the surface level and do not reach to the core of the business.
Companies must define the role of the customer in their relationship, the type of customers they are seeking and the types of customer they are not seeking to form relationships with.
Posted 12 May 2003