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