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August 8 - 10, 2011
Hilton New York
CRM Evolution 2011 - August 8-10, 2011 - Hilton New York
Mr Lior Arussy
President, Strativity Group and author author of the book Customer Experience Strategy (2010)
Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. Arussy's company, Strativity Group, advises Global 2000 companies and emerging businesses around the world. His syndicated column, Focus: Customer, reaches more than 600,000 readers worldwide every month. He is also a regular contributor to CRM magazine's Customer Centricity column. In addition, he has published more than 50 articles in publications around the world, including the Harvard Business Review. Arussy is the author of several books, including his most recent, Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers (Information Today, Inc., 2008). His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London, and Gartner.Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. Mr. Arussy's company, Strativity Group, advises Global 2000 companies and emerging businesses around the world. His syndicated column, Focus: Customer, reaches over 600,000 readers worldwide every month. He is also a regular contributor to CRM magazine’s Customer Centricity column. In addition, he has published over 50 articles in publications around the world including the Harvard Business Review. Mr. Arussy is the author of several books including his most recent, Excellence Every Day: Make the Daily Choice—Inspire Your Employees and Amaze Your Customers (Information Today, Inc.). His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner.

Conference Sessions By Lior Arussy
CRM Evolution 2011
Wednesday, August 10, 2011
10:00 a.m - 10:45 a.m C302: Customer Experience 2.0

destinationCRM 2008
Preconference - Monday August 18, 2008
9:30 a.m - 12:30 p.m S2: Innovate Your Customer Experience
1:30 p.m - 4:30 p.m S4: Building and Managing High Performance Service Organizations



destinationCRM 2006
Monday, September 18
11:15 a.m - 12:00 p.m Experience to Power Great Customer Service

Articles By Mr Lior Arussy
You can't transform your company without your employees' help.
Posted 01 Nov 2013 [November 2013 Issue]
Companies have empty pockets when it comes to fixing what's broken.
Posted 01 Aug 2013 [August 2013 Issue]
Build exceptional experiences through emotional connections.
Posted 01 May 2013 [May 2013 Issue]
Why the challenges you face may not be your fault.
Posted 01 Nov 2012 [November 2012 Issue]
What do you really think about your customers?
Posted 01 Aug 2012 [August 2012 Issue]
There are no shortcuts to customer strategy.
Posted 01 May 2012 [May 2012 Issue]
Increase your ROI with an investment in attitude.
Posted 01 Feb 2012 [February 2012 Issue]
Stop treating them like children and open a dialogue
Posted 02 Nov 2011 [November 2011 Issue]
Immerse yourself in the world of your clients to appreciate their true expectations
Posted 20 Jul 2011 [August 2011 Issue]
A salesperson must make a customer feel as if he must have it
Posted 15 Apr 2011 [May 2011 Issue]
Customer experience 2.0 demands more discipline than 1.0
Posted 25 Feb 2011 [March 2011 Issue]
Enough with the buzzwords and hype. Let's start doing.
Posted 04 Nov 2010 [October 2010 Issue]
An eruption of volcanic ash leads to an eruption of service mistakes.
Posted 11 Aug 2010 [August 2010 Issue]
Your biggest fans can be your best marketers—provided you do everything in your power to enable them.
Posted 11 May 2010 [May 2010 Issue]
The real revolution is enabling customers to define their own interactions.
Posted 11 May 2010 [May 2010 Issue]
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
Posted 11 May 2010 [May 2010 Issue]
In the drive for the tribal experience, Self-Service 1.0 no longer works.
Posted 11 May 2010 [May 2010 Issue]
Your company is more than the sum of its transactions
Posted 10 Feb 2010 [February 2010 Issue]
The measurements you track are an indication of the customer relationships you want to have.
Posted 01 Oct 2009 [October 2009 Issue]
From now on, consumers will be saddled with residual uncertainty.
Posted 01 Jul 2009 [July 2009 Issue]
Only if you remember why it mattered in the first place.
Posted 01 Apr 2009 [April 2009 Issue]
Focus on the customer's heart, not his head.
Posted 01 Jan 2009 [January 2009 Issue]
The real thing requires tailored, customized, and personalized solutions.
Posted 01 Oct 2008 [October 2008 Issue]
If that's the case, do we really need to change?
Posted 01 Jul 2008 [July 2008 Issue]
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.
Posted 01 May 2008 [May 2008 Issue]
Lofty statements too often end up as small and meaningless actions.
Posted 01 Apr 2008 [April 2008 Issue]
The ever-evolving journey toward exceptional customer experience.
Posted 01 Jan 2008 [January 2008 Issue]
Is a new industry standard keeping executives from focusing on the relationships that matter?
Posted 01 Oct 2007 [October 2007 Issue]
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
Posted 01 Jul 2007 [July 2007 Issue]
CRM needs new tools to help align customers and employees for the best service satisfaction.
Posted 01 Apr 2007 [April 2007 Issue]
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
Posted 01 Jan 2007 [January 2007 Issue]
Market research firms must measure complete experiences to help clients differentiate products and services.
Posted 01 Oct 2006 [October 2006 Issue]
Avoid paying the price of oversimplified customer interactions.
Posted 01 Jul 2006 [July 2006 Issue]
By trying to reduce costs, companies reduce the overall value they provide to customers and drop performance below customer expectations.
Posted 01 Apr 2006 [April 2006 Issue]
Loyalty programs won't work if a company's core product or service is perceived to have little or no value.
Posted 01 Jan 2006 [January 2006 Issue]
Capture cooperation and excitement around CRM technology for its full benefits.
Posted 01 Nov 2005 [November 2005 Issue]
Fear keeps many workers from reaching their full level of commitment and productivity.
Posted 01 Sep 2005 [September 2005 Issue]
G.E. reevaluates its efficiency-related efforts.
Posted 01 Jul 2005 [July 2005 Issue]
Let employees make mistakes--you'll be better off.
Posted 02 May 2005 [May 2005 Issue]
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)
Posted 01 Mar 2005 [March 2005 Issue]
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
Posted 01 Mar 2005 [March 2005 Issue]
If customers fail to see value, they regard your products or services as commodities.
Posted 13 Dec 2004 [January 2005 Issue]
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
Posted 18 Oct 2004 [November 2004 Issue]
The faster you deliver relevant information, the more competitive your offering will be.
Posted 01 Sep 2004 [September 2004 Issue]
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
Posted 01 Jul 2004 [July 2004 Issue]
Businesses that build themselves on logic only will be expensive to operate.
Posted 03 May 2004 [May 2004 Issue]
Rarely do we see principles-based education that allows employees to use common sense to solve the customers' problems, and deliver a pleasing experience.
Posted 01 Mar 2004 [March 2004 Issue]
Growth does not come from cost cutting, but from customer relationships.
Posted 02 Jan 2004 [January 2004 Issue]
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.
Posted 03 Nov 2003 [November 2003 Issue]
Many customer-centric initiatives fail because they are done on the surface level and do not reach to the core of the business.
Posted 01 Aug 2003 [August 2003 Issue]
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
 

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