Culture shock: Cynical staff are killing your customer experience
Lior Arussy warns of one of the consequences of the economic climate that businesses may not account for.
We are living through one of the most, if not the most challenging, uncertain economic times of our lives. The US economy has been on rocky ground for a number of years and the Euro is under threat as major countries in Europe face potential insolvency. Even the Far East is facing numerous economic challenges in previously stable environments. Newspapers headlines seem to repeat themselves as the problems do not seem to go away – slumping housing prices, the European market crises, unemployment rates and, of course, the occasional offers to buy gold.
Lior Arussy is the president of Strativity Group a global customer experience research and consulting firm. Arussy is the author of five books including Customer Experience Strategy – The Complete Guide From Innovation To Execution (4i, 2010). Follow Lior on Twitter @LiorStrativity