How to Exceptionalize Your Customer Experience — Lior Arussy

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This presentation consists of highlights from the interview with Moe Abdou,

founder & host of 33voices®.

Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. For his thought leadership and con-

tribution to the industry, Mr. Arussy received CRM Magazine’s “2003 Influential Leaders” award and served as a juror on Fast Company’s

Customer First Awards 2005.

Lior Arussy@LiorStrativity

President of Strativity Group Inc

Customer centric organizations are integrated in thought and actions.

Without all disciplines working together, delivering exceptional customer experience

will remain a distant vision.

Insight #1

Insight #2

You’ll recognize a special experience when:

Insight #2

You’ll recognize a special experience when:It’s highly personalized

Insight #2

You’ll recognize a special experience when:It has an element of surprise that shows a

genuine desire to enhance the relationships

Insight #2

You’ll recognize a special experience when:It’s memorable enough for you to carry

with you and share it with others

Insight #3

Often, the biggest enemy to becoming exceptional is the conviction that you’re

already doing it. Get out of your own way.

Insight #4

When you understand that customer retention always comes before customer acquisition,

you’ll commit the proper resources to honoring your existing customers at every opportunity.

Insight #5

The shift from delivering a good experience to an exceptional one

starts with understanding the current narrative that’s driving your customer

journey — then explore these questions:

Insight #5

The shift from delivering a good experience to an exceptional one

starts with understanding the current narrative that’s driving your customer

journey — then explore these questions:Are you clear on why you’re behaving

the way you are?

Insight #5

The shift from delivering a good experience to an exceptional one

starts with understanding the current narrative that’s driving your customer

journey — then explore these questions:Are you measuring the right metrics?

Insight #5

The shift from delivering a good experience to an exceptional one

starts with understanding the current narrative that’s driving your customer

journey — then explore these questions:Do you fully understand who

your customer is?

Insight #6

In any size organization, everything and everyone is in the business of delighting

customers — either directly or indirectly. If not, their job will likely be outsourced.

Insight #7

Visualizing the value you deliver starts by embracing that most often, the value

you deliver will go unnoticed, until something goes wrong. Make it a priority to build

and measure a reliability index.

Insight #8

When creating content, do you sell or are you trying to improve the lives of your

customers? Opt for the latter.

Insight #9

Every experience with your brand creates a memory. Often, the biggest

differentiator will be the human element. Be very deliberate to elevate it.

Insight #10

If you’re serious about exceptionalizing your customer experience, start by internalizing:

Insight #10

If you’re serious about exceptionalizing your customer experience, start by internalizing:

The belief that genuinely trusting your customers is always in your best interest

Insight #10

If you’re serious about exceptionalizing your customer experience, start by internalizing:The action of never underestimating the

power of humanity (kindness is free)

Reflect: How often are you saying ‘thank you’ to your existing customers?

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Presentation created by Chase Jennings

Insights by Moe Abdou