Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. His consultancy, Strativity Group. Inc., advises Global 2000 companies as well as emerging businesses around the world. Clients include Nokia, Computer Associates, SAP, American Management Association, Seagate Technology, Honeywell, Siemens, Dimension Data, FedEx, Catic, and Nordea. Prior to establishing the Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other organizations.
Mr. Arussy's syndicated column, "Focus: Customer" reaches over 600,000 readers worldwide every month. He is the author of four books, including, Passionate and Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right! (Wiley 2005). For his thought leadership and contribution to the industry, Arussy received CRM Magazine's "2003 Influential Leaders" award and served as a juror for the Fast Company's Customer First Awards in 2005. He's also published more than 50 articles in publications around the world, including the Harvard Business Review.
His accomplishments have been recognized by leading analysts and press organizations including Gartner, ABC, The Wall Street Journal, Financial Times and The Times of London. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
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Contributions from Lior Arussy, President, Strativity Group
- Using a customer segmentation strategy for better customer retention
- How to foster an innovative workplace organizational culture
- Tracking the online customer experience after a website redesign
- Performance measurement analyst role and responsibilities
- Designing customer experience survey questions for a car dealership
- How can we deliver a consistent customer experience across the company?
- Results of customer engagement survey of emotionally satisfied customers
- Four tips for downgrading customer status
- Company-wide customer experience mapping
- Keeping customers loyal in a down economy
- The chief customer officer and the customer experience
- Training call center agents using bad customer service experiences
- CRM failure: The top six reasons CRM programs fail
- Monitoring the customer experience in the call center
- Defining and delivering a great customer experience
- The role and responsibility of a customer relationship manager
- What are the basic needs of customers?
- Can we lower average handle time and still provide excellent service?
- CEM software: How does it compare to CRM software?
- How are current trends affecting marketing strategies?