This three-part chapter download series features chapter excerpts from customer experience management expert Lior Arussy's new book, Excellence Every Day. In each chapter, Arussy discusses his theories on excellence and customer satisfaction, and explains how organizations can approach customer service excellence and help their employees deliver superior customer experiences.
Excellence Every Day: Make the Daily Choice--Inspire Your Employees and Amaze Your Customers
While most executives and managers attempt to control the customer experience, ultimately, the
task of providing great customer service falls on their employees. In this chapter, customer
experience expert Lior Arussy explains how some organizations are changing the way they approach
customer service excellence, and what executives need to do to make sure their employees are
striving to provide excellent customer service every day.
Be on the lookout for these chapters coming soon:
Chapter 2, The Excellence Myth
Chapter 3, Why We Fail to Delight Our Customers (While We Think We Do)
This was first published in November 2008