Lior Arussy

  • One of the World’s Leading Consultants on Customer Experience
  • Customer Centric Transformation
  • Founder of Strativity Group

Lior Arussy Speaker Profile:

One of the world’s leading consultants on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework for converting organizations from product to customer centricity is drawn from his work with some of the globe’s leading brands - Mercedes-Benz, Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Wyeth. Arussy's methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.

Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for 3 consecutive years. His strategy of enabling eBanking access to consumers via mission critical security was a new concept at the time.  At the height of this era, 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.

Lior Arussy is the founder of Strativity Group, a global customer experience research and consulting firm, which helps clients create delightful customer experiences and execute profitable customer strategies. Arussy grew the company from his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. The company was recognized by Forrester Group as one of the leading pioneers in the area of customer centric transformation. Strativity measures their success by a single method: the customer’s successful execution of their strategies. 

His latest book, Exceptionalize It!, is a manifesto of how to rise up to the exceptional perfomance within organizations and us as individuals.  It is a wake-up-call to stop accepting mediocrity and average performance.

Customer service speaker Lior Arussy is the recipient of CRM Magazine’s “Influential Leader Award” and the author of 5 books on customer experience and employee engagement. His syndicated column “Focus: Customer” reaches over 1,000, 000 readers worldwide every month. Over 100 of his articles have appeared in publications around the world, including Harvard Business Review. To book customer experience speaker Lior Arussy call Executive Speakers Bureau 901-754-9404.

See Below for Full Bio

  • Speaking Topics:

    Customer Experience, Customer Service, Employee Engagement, Innovation, Sales

  • Travels From:

    New Jersey

  • Price:

    $15,000 - $20,000

    Notes on Fees

  • Videos
  • Full Bio
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Engaged Employees = Great Customer Experiences

Lior Arussy - Customer Experience and Customer Retention

Lior Arussy - Stop Cynicism At Your Company. Cynicism Kills.

Lior Arussy Speaker Profile:

One of the world’s leading consultants on customer experience and customer centric transformation, Lior Arussy delivers results. His strategic framework for converting organizations from product to customer centricity is drawn from his work with some of the globe’s leading brands - Mercedes-Benz, Capital One, Thomson Reuters, HSBC, E.ON, Nokia, SAP, University of Pennsylvania and Wyeth. Arussy's methodology enabled a European logistics corporation to move from 3% annual organic growth to 44% annual organic growth in 2 years.

Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for 3 consecutive years. His strategy of enabling eBanking access to consumers via mission critical security was a new concept at the time.  At the height of this era, 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.

Lior Arussy is the founder of Strativity Group, a global customer experience research and consulting firm, which helps clients create delightful customer experiences and execute profitable customer strategies. Arussy grew the company from his garage to a multi-national professional firm with offices in the US, Canada, the UK, Norway, Turkey and Australia. The company was recognized by Forrester Group as one of the leading pioneers in the area of customer centric transformation. Strativity measures their success by a single method: the customer’s successful execution of their strategies. 

His latest book, Exceptionalize It!, is a manifesto of how to rise up to the exceptional perfomance within organizations and us as individuals.  It is a wake-up-call to stop accepting mediocrity and average performance.

Customer service speaker Lior Arussy is the recipient of CRM Magazine’s “Influential Leader Award” and the author of 5 books on customer experience and employee engagement. His syndicated column “Focus: Customer” reaches over 1,000, 000 readers worldwide every month. Over 100 of his articles have appeared in publications around the world, including Harvard Business Review. To book customer experience speaker Lior Arussy call Executive Speakers Bureau 901-754-9404.

Lior Arussy's presentations are full of refreshingly practical advice for creating 'wow' experiences for your customers, aligning all departments towards customer centricity and being exceptionally relevant to your customers' needs. Based on his corporate experience where he grew HP's business by 50% per quarter for 3 consecutive years along with the last 10 years of consulting with top brand companies worldwide, Arussy brings valuable insight, fact-filled research and amusing anecdotes to every presentation. 

Customer-Centric Transformation – The Blueprint to Execution and Profitability

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.


Exceptional or Nothing - The New Performance Standard

Lior Arussy conducted a multi-year study with 30,000 participants to determine the obstacles to excellence performance; he asked questions like: Do you aspire to deliver excellence? Do you believe you deliver it already? Do you know how to?

His book, Excellence Every Day (2009), reveals their answers. "Understanding excellence and how to deliver it is at the heart of the matter. We have been captivated by misconceptions and faulty logic that is encapsulated in what I call "The Excellence Myth." The myth presents a paradox: It is precisely the traditional definition of excellence that stops us from achieving our capacity for excellence. Instead of inspiring us to reach our full potential, The Excellence Myth debilitates us, permitting us to accept something less." (excerpted from Excellence Every Day)

In this interactive session participants will discover
The reasons organizations fail to deliver excellence “The Excellence Myth”™ that stops organizations from reaching their highest level of performanceHow to redefine excellence and set a new performance standard

The blueprint to personal, managerial and organizational excellence How to focus the organization on delivering excellence everyday in every activityThis presentation assists organizations to maximize performance of your most critical assets - your people.

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.

Delight or Sell - Customer Experience as a Competitive Advantage

In a customer empowered era, an exceptional experience is key to differentiation and profitability.  We are all customers.  We know what feels right and what feels wrong.  More importantly, we know what is great and what is not.  

In his “tough love” vintage style, Lior Arussy will challenge you to stop boring your customers and start giving them an exceptional experience.  

Topics covered during this presentation:
The art and science of memoriesMeeting customer expectations is riskyThe foundation of customer experience strategyPrinciples of customer experience innovationCritical success factors to customer experience transformationManaging employee and customer choicesThe economics of customer experienceAuthor of five books including Customer Experience Strategy (2010), Lior Arussy will show your audience how to stop being boring and how to give exceptional customer experiences.

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.

Terex

“Lior was a superstar! His message really resonated with our audience and his key points tied in beautifully with our conference themes. Despite being exposed to a lot of other content, people were still referencing Lior’s remarks several days later…… Lior’s high energy and relevant, relatable examples made him a terrific choice. Please pass on our thanks and appreciation to him.”

General Manager Customer Experience, Mercedes Benz USA

"Exceptionalize It" is a call to action and reaffirmation for anyone interested in growing revenues, profits, loyalty and advocacy...through an engaged team and organization that is focused on consistently delivering a best-in-class customer experience.

Genesys Telecommunications

"Quite simply, Lior delivered an outstanding keynote presentation at our recent G-Force user conference in Orlando. Focused on delighting customers, his message was a perfect fit for the conference theme and the passion with which it was delivered captivated our audience of customer service professionals. Furthermore, Lior took the time and effort to meet with many of our customers after his presentation. This made a huge difference to their event experience. Our post event survey results validated my view of Lior’s keynote presentation, achieving the highest scores of our main stage presenters. We will have a tough time trying to find a keynote to follow Lior next year…"

Polivec, Inc.

"Thank you for an excellent marketing strategy session. Your ideas and recommendations have helped us create a marketing message that has become the exciting new “buzz” in the information security industry. You provided my marketing team with newfound energy and excitement to implement and expand upon your creative ideas. Sometimes we just need that “one person” to guide us with “out of the box” thinking. You did that for us and I thank you."

Honeywell

"I want to thank you for delivering a very thought-provoking workshop to the Global Business Services Leadership Team last week. It was way beyond what I could have hoped for; the content was fresh, the concepts were inspiring and the delivery was exceptional.The resounding theme from the leaders was that you are the best speaker they have ever seen and your presentation was the highest rated of the meeting - 9.8 out of 10."

The Purpose-Driven Customer Experience
Thursday, August 11, 2016

The days of simple processes and quality products are gone. Welcome to the new age of customer experience.

Let's talk about eggs. If we go to Albertsons or ShopRite and purchase a dozen eggs, the price will be $2.59. If we opt for cage free eggs at Whole Foods, we are looking at a price tag of $4.99 or more. This is nearly a 100 percent increase in the price of eggs. By my own calculation, both eggs will deliver the same amount of cholesterol to my body, and the omelet I will make of them will most likely taste the same. So why is it that rational people opt to pay 100 percent more for what is seemingly the same commoditized product?

Read More »

6 World Cup Lessons Applicable to Every Customer Relationship
Friday, August 21, 2015

Watching the World Cup unfold before our eyes in the last month has been exciting. As a customer strategy professional, I could not help but be jealous of the emotional loyalty fans demonstrated toward their favorite teams. If companies were able to generate such loyalty from their customers, their growth and profitability problems would evaporate overnight.

There are several lessons we can learn from the games and especially the Final between Germany and Argentina. This nerve-racking match brought the best teams in the world into the ultimate battle for the title of world champion. The tears in the eyes of Messi and his Argentinean team made it very clear that no. 2 was not an option. Rather it was an excuse for not becoming champions.
Here are some things to consider when your goal is to be no. 1: 

Read More »

Exceptionalizing Your Customer Experience
Tuesday, June 2, 2015

Have you tried to call your mobile phone provider lately?  How about your cable or satellite service?  If you have, chances are, you experienced a mechanical operator, long hold times, and a less than satisfactory result.  As consumers, we expect those from which we buy to deliver extraordinary service, but because such experiences are so rare, we’ll often settle for anything above average.  The puzzling thing, however, is that those same individuals who are delivering such subpar service are themselves consumers; and I’ve often wondered how they’d react if the roles were reversed?  I posed that question to a highly respected customer experienced connoisseur and Founder of the customer service consultancy, Strativity Group. 

Read More »

When and Why to Part Ways with a Customer
Thursday, February 19, 2015

List three customers you wish you could fire right now. That didn’t take long, right? Firing customers, when all other options are exhausted, should be a legitimate option — whether you’re working with a business-to-business multimillion dollar client or a business-to-consumer $10 customer. The customer is not always right and in some cases should not be the customer at all. It’s time to end the fear of customers’ public feedback and to start managing relationships with abusive customers in a disciplined way.

Read More »

Why Exceptionalize It?
Wednesday, October 23, 2013

Why is exceptionalism so important now

Read More »

Rekindle the Flame of Customer Love
Thursday, February 14, 2013

The state of customer love relationships is quite sad. Communication was good during the dating phase but withered afterwards. 

Read More »

How To Destroy A Legendary Brand Through Awful Customer Experience
Thursday, February 7, 2013

The hotel’s advertising was very clear: “Each one, the greatest of them all.” You cannot create higher expectations than that. And with those expectations I booked a long awaited 4-day vacation at this luxury New York City legend. At $600 a night I could have gone to any luxury hotel in New York City. I chose this hotel. After all it’s the greatest of them all.

Read More »

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