Lior Arussy
Author, Speaker, Creative Catalyst LiorArussy.com
24th Jan 2011
Customer experience 2.0: Tell an inspiring story and engage every employee
Customer experience 1.0 was a quixotic effort that resulted in very little change. So an important characteristic of customer experience 2...
Engagement
13th Jan 2011
A blueprint for customer experience 2.0?
"We are tired of the entertainment," is the statement we heard from a chief customer officer of a major European mobile provider. It was a...
Engagement
3rd Dec 2010
The five customers you must satisfy to make 2011 a success
The Wall Street Journal recently identified the 'just-in-time consumer' as a new customer type that has been shaped by the recession. But...
Data
28th Oct 2010
Voice of the customer is not customer experience management!
A voice of the customer programme is but one important component in a customer experience management strategy. Here, Lior Arussy lists the...
Voice of the Customer
9th Aug 2010
Customer experience lessons from Japan
Lior Arussy discusses the disparity between the Japanese and Western customer experiences - and highlights the four things we can learn...
Engagement
23rd Jun 2010
Customer experience: It’s a strategy not a complaint reduction programme
Lior Arussy outlines the six milestones of a customer experience strategy, as he attempts to clear up the confusion he believes is...
Engagement
7th Jun 2010
Executives and experience: The two chief challenges for social CRM?
I recently attended a panel at SAP annual conference SAPPHIRE NOW in Orlando, where the subject of social media and social CRM was...
CRM
10th May 2010
The profit and opportunity of customer experience
Is the investment in customer experience worth it? Will it deliver a long-term benefit and payoff? Let me frame my answer - which you’ve...
Sales performance
26th Apr 2010
Five customer experience lessons from the volcanic cloud
Regular MyCustomer.com contributor Lior Arussy was one of the many victims of the volcano ash cloud, stranded in the UK while waiting for...
Sales performance
9th Apr 2010
Customer satisfaction and staff performance: Time to re-evaluate evaluation?
If you don’t connect employees to customer experience in determining compensation and bonuses, you’re not going to get results, says Lior...
Management