One of the world's authorities on customer experience, customer centricity and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world's leading brands: Mercedes-Benz, Royal Caribbean Cruises, Delta Air Lines, Thomson Reuters, MasterCard, Novo Nordisk, Walmart and more.
His methodology enabled a Mercedes-Benz to take the number one position in customer satisfaction in two years. Another client, a European logistics corporation leaped from 3% annual organic growth to 44% annual organic growth in just two years.
Mr. Arussy, described by Fast Company Founding Editor William C. Taylor "as one of the most provocative business thinkers I know," and he has also had his achievements recognized by Consulting Magazine, which named his company one of the Seven Small Jewels in 2017 and one of the fastest growing Consulting Firms for the past three years (2015-2017). His company has also been named to the Inc. 5000 list of fastest growing private companies 5 years in a row. He received the 2015 SmartCEO Circle of Excellence Award and in 2015 was presented with the "Influential Leaders" award by CRM Magazine that same year. Arussy was named the #2 Top Global Guru in Customer Service by Global Gurus. He sits on the board and leadership team of CX@Rutgers and the board of Loyalty360.
Arussy led the internet security division of Hewlett-Packard where he grew the business by 50% per quarter for 5 consecutive years. His strategy of enabling eBanking access to customers via mission critical security was a new concept at the time. At the height of this ear, Arussy managed the eBanking security infrastructure for 120 of the largest banks in the world with combined assets of $8 trillion. No bank was ever compromised.
Arussy is also the author of seven books, including: Next Is Now (May 2018) and Customer Experience Strategy (2010). In addition, he has published over 3000 articles in publications around the world, including the Harvard Business Review, and Chief Executive media, where he is a regular contributing author.
His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and MSNBC. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
A large logistics provider with over 9,000 employees across Europe was seeking a way to increase organic growth in a heavily commoditized industry. The company was ranked number three in customer satisfaction, trailing market leaders.
Strativity Group designed a complete customer experience strategy development program including:
Experience 360® - benchmarking the current experience
Experience Inventory - multiple touch points
Focus Groups – conducted sessions for employees and customers
Innovative Services Ideas – generating ideas for new services based on customer's unmet needs
Organizational Readiness – programs to support customer-centric organization design
Executive Training – creating alignment and acceptance
Double digit satisfaction improvement
Organic growth – 40% in two years
Full organization alignment
Introduction of new innovative services
CATIC, a title insurance company was facing the challenge of overcoming increasing service commoditization in their industry. They needed to reverse their declining attorney loyalty and gain market share from established national vendors.
Strativity Group reinvigorated their brand by defining a strong value proposition and branding platform. Activities included:
Rebranding organization communications and signage
Conducting customer interviews
Conducting employee focus groups
“Access To Success” – market positioning
New look and design
New ad campaign
New marketing collateral
New web site design and purpose – www.CaticAccess.com
Airline carriers often become customers as much by default as by choice. When a commercial airline carrier purchases an aircraft, all service and logistical support are mandated by the company that manufacturers the components in the aircraft, giving the airline carrier limited options to select a product support system. As a result, the quality of customer service provided to the airline carrier is not always considered imperative by the manufacturer. The Challenge: The company was organized around its products rather than its customers Customer complaints were on the rise Customer service needed to become more customer-centric The Project: Experience 360® survey execution (customer and employee), analysis and recommendations Experience Inventory - multiple touch points Focus Groups – employees and customers Experience Guide – handbook for employees to guide them in creating great experiences at every customer touch point Evolve Training – customized interactive program designed to improve employee engagement in creating excellent customer experiences Action Plan – executional roadmap for reinventing the customer experience The Results: Service Delivery Model “Proud to be of Service” – theme Client had a 20% increase in customer satisfaction scores Smooth transition to a customer-centric model and change management The new customer service became a model for the rest of the organization
How do you transform your organization, people, processes, tools and culture into the new era of customer focus? Every organization is talking about customer centricity; very few organizations know how to lead this transformation. Welcome to the blueprint for customer-centric transformation.
From his extensive experience, Lior Arussy provides a disciplined methodology for a speedy transformation. Arussy’s blueprint has been successfully used in over 120 transformation projects. In this session, attendees learn:
• The multi-disciplinary blueprint for customer-centric transformation
• How to develop deeper insights into your customer’s needs
• Typical pitfalls you absolutely must avoid
• How to ignite the power of your employees to create the change
Arussy’s presentation transforms cynics into believers, aligns the organization, creates confidence and outlines the step by step approach required to get the transformation completed.
There are no more excuses. Now you can get started. This session is the first step.
Lior Arussy is a passionate professional who helps companies deliver exceptional experiences in everyday customer contacts. Named “Influential Leader” by CRM Magazine, Arussy is the Founder of Strativity Group, a consulting firm dedicated to customer centric transformation.