founder and president, Strativity Group
Articles for Lior Arussy
The Core of Customer Centricity
01 Nov 2013
You can't transform your company without your employees' help.
Giving CE a Seat at the Table
01 Aug 2013
Companies have empty pockets when it comes to fixing what's broken.
The Role of Culture in Customer Relationships
01 May 2013
Build exceptional experiences through emotional connections.
The Evolution of Management
01 Nov 2012
Why the challenges you face may not be your fault.
The Guiding Assumption
01 Aug 2012
What do you really think about your customers?
The Customer, the Missing CEO, and the Miracle That Will Not Happen
01 May 2012
There are no shortcuts to customer strategy.
Technology Isn't Everything
01 Feb 2012
Increase your ROI with an investment in attitude.
Are You Willing to Socialize With Your Customers?
02 Nov 2011
Stop treating them like children and open a dialogue
Obsess About Your Customers, Not Competitors
20 Jul 2011
Immerse yourself in the world of your clients to appreciate their true expectations
There’s No Substitute for Experience
15 Apr 2011
A salesperson must make a customer feel as if he must have it
It’s All About Execution and Measurable Results
25 Feb 2011
Customer experience 2.0 demands more discipline than 1.0
Buzz, Buzz, Buzz
04 Nov 2010
Enough with the buzzwords and hype. Let's start doing.
When Customer Experience Matters Most
11 Aug 2010
An eruption of volcanic ash leads to an eruption of service mistakes.
The Tribal Evangelist
11 May 2010
Your biggest fans can be your best marketers—provided you do everything in your power to enable them.
Putting the 'Self' in Self-Service 2.0
11 May 2010
The real revolution is enabling customers to define their own interactions.
Book Excerpt: The Tribal Experience
11 May 2010
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
The Trouble with Tribal
11 May 2010
In the drive for the tribal experience, Self-Service 1.0 no longer works.
Customers Don’t Buy What You Sell
10 Feb 2010
Your company is more than the sum of its transactions
You Are What You Measure
01 Oct 2009
The measurements you track are an indication of the customer relationships you want to have.
The Post-Recession Customer
01 Jul 2009
From now on, consumers will be saddled with residual uncertainty.
Is Customer Experience Relevant in a Recession?
01 Apr 2009
Only if you remember why it mattered in the first place.
Neuromarketing Isn’t Marketing
01 Jan 2009
Focus on the customer's heart, not his head.
Self-Service Is Just Less-Than-Full Service
01 Oct 2008
The real thing requires tailored, customized, and personalized solutions.
“At Least We’re Making Our Numbers”
01 Jul 2008
If that's the case, do we really need to change?
The Excellence Myth
01 May 2008
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.
Where Has All the Commitment Gone?
01 Apr 2008
Lofty statements too often end up as small and meaningless actions.
Fix What Works
01 Jan 2008
The ever-evolving journey toward exceptional customer experience.
01 Oct 2007
Is a new industry standard keeping executives from focusing on the relationships that matter?
Ain't It Rich?
01 Jul 2007
The new competitive differentiation for luxe retailers will be about behaviors and solutions that are customer--not product--centric.
The Variance Factor
01 Apr 2007
CRM needs new tools to help align customers and employees for the best service satisfaction.
Shall We Dance?
01 Jan 2007
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
Beware the Faulty Satisfaction Survey
01 Oct 2006
Market research firms must measure complete experiences to help clients differentiate products and services.
01 Jul 2006
Avoid paying the price of oversimplified customer interactions.
Meet Expectations Before Trying to Exceed Them
01 Apr 2006
By trying to reduce costs, companies reduce the overall value they provide to customers and drop performance below customer expectations.
Is Your Product Really That Great?
01 Jan 2006
Loyalty programs won't work if a company's core product or service is perceived to have little or no value.
The Art of Selling IT
01 Nov 2005
Capture cooperation and excitement around CRM technology for its full benefits.
Find Out What Employees Are Afraid Of
01 Sep 2005
Fear keeps many workers from reaching their full level of commitment and productivity.
The Search for Growth Through Innovation
01 Jul 2005
G.E. reevaluates its efficiency-related efforts.
The Power to Serve
02 May 2005
Let employees make mistakes--you'll be better off.
Congratulations, You Are at Par: The New Four Ps
01 Mar 2005
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)
Be a Bag
01 Mar 2005
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
Do Your Customers See Your Value?
13 Dec 2004
If customers fail to see value, they regard your products or services as commodities.
The Disappearing Act
18 Oct 2004
We find ourselves again and again puzzled by customers' needs, and we fail to address them.
Stop Wasting Everyone's Time
01 Sep 2004
The faster you deliver relevant information, the more competitive your offering will be.
Other People's Customers
01 Jul 2004
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
Customers Are So Emotional
03 May 2004
Businesses that build themselves on logic only will be expensive to operate.
Training Is for Dogs
01 Mar 2004
Rarely do we see principles-based education that allows employees to use common sense to solve the customers' problems, and deliver a pleasing experience.
Don't Burden Customers With Your Costs
02 Jan 2004
Growth does not come from cost cutting, but from customer relationships.
The Efficient Lover
12 May 2003
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.