The Experience! How to Wow Your Customers and Create a Passionate Workplace [Hardcover]

Lior Arussy (Author)

Book Description

Publication Date: November 2002

'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' — Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies mThe Experience is the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.

Editorial Reviews

Review

"...a cautionary tale for the transition companies must make to turn cost-based 'call centers' into profit-building 'contact centers." -- Martha Rogers, Partner, Peppers and Rogers Group, and co-author, The One to One Fieldbook

"...a rare combination... a visionary approach focused around the customer experience, coupled with pragmatic lessons." -- Katrina Howell, Program Leader, Contact Center Technologies Research, Frost & Sullivan

"A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop." -- Jerry Vass, author of Soft Selling in the Hard World

"Lior Arussy gets it... how, in our world of oversaturated interruptions, trust and true customer support are the ultimate differentiators." -- Bob Rosenschein, CEO, Atomica

Every page contains something that all business people--whether sole proprietors or executives in a multinational company--need to know." -- Ron Moritz, CEO, Moritz Technology Corporation, and Former Senior Vice President and Chief Technical Officer, Symantec Corporation

About the Author

Lior Arussy is corporate vice president of global marketing at NICE Systems, responsible for strategy development and marketing activities worldwide. In his position at NICE, Mr. Arussy initiated, launched, and developed the product roadmap for the revolutionary Customer Experience Management strategy, and transformed it into a global market segment. His articles have appeared in many publications including Harvard Business Review. As a thought leader, he has been quoted by The Wall Street Journal, Financial Times, ABC-TV, and other media outlets.

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Product Details

• Hardcover: 128 pages
• Publisher: CMP; 1 edition (November 2002)
• Language: English
• ISBN-10: 1578203066
• ISBN-13: 978-1578203062
• Product Dimensions: 8.5 x 5.8 x 0.7 inches
• Shipping Weight: 10.6 ounces (View shipping rates and policies)
• Average Customer Review: 4.4 out of 5 stars  See all reviews (8 customer reviews)
• Amazon Best Sellers Rank: #1,541,351 in Books (See Top 100 in Books)

More About the Author

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 contribution 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.

Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other companies.

Mr. Arussy's syndicated column Focus: Customer reaches over 600,000 readers worldwide every month. He is also the author of four books including Excellence Every Day: Make The Daily Choice (Information Today May, 2008) and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! (Wiley 2005) In addition, he has published over 50 articles in publications around the world including at the Harvard Business Review.

His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.

Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

4.0 out of 5 stars It's actually not bad..., December 28, 2002

By 

girlboxer5 (Hayward, CA) - See all my reviews

This review is from: The Experience! How to Wow Your Customers and Create a Passionate Workplace (Hardcover)

I HATE fable format books usually. But actually, this one has some serious points that are made, and show realistic ways in which the entire company can get involved in producing a better product, and create excellent customer relationships.

Among the things that a lot of companies should really consider are: showing company loyalty to your employees, and give them the authority to really solve the customers' problems. Having worked in customer service and retail for several years, I found that both of these are things that are usually missing from the typical environment a CSR encounters. Often, you'd love to help the customer out more, but you really don't have the authority to do anything, which is frustrating, both for you as a CSR, and for the customer even more.

I had to mark it down a star for the fable format, which really is annoying, as are the stereotypically dense and unrealistic workers. Plus the stupid napkin diagrams of the principles expressed are really insulting. But there's a lot of good information in the 120 or so pages that really needs to be looked at by a LOT of organizations, and the CSRs working for them.

As those fable books go, not too shabby!

2 of 2 people found the following review helpful:

5.0 out of 5 stars If you deal with people - Read this book, January 13, 2003

By A Customer

This review is from: The Experience! How to Wow Your Customers and Create a Passionate Workplace (Hardcover)

After I read this book we invited Mr. Arussy to speak at our annual client conference. He was such an inspiration our clients purchased in excess of 200 copies of this outstanding book. We are a client service based company and have distributed this book to each of our help desk, sales and consulting associates. Many of them balked at reading a "story" but they all thanked us and gave rave reviews once completed. They were quite taken with how effective and pertinent to their positions that this story was. Mr. Arussy tells it like it is in today's client service industry. We have seen a new passion in our associates and it spills over to the client service we provide. This is a must read if you deal with people in any type of business!

4 of 5 people found the following review helpful:

5.0 out of 5 stars Excellent Guidance, February 10, 2003

By 

"csveep" (USA) - See all my reviews

This review is from: The Experience! How to Wow Your Customers and Create a Passionate Workplace (Hardcover)

The author has selected the fable format, which works very well for me. I spend my days dealing with issues brought by senior executives of large corporate customers, and after a long day of negotiating against hard facts, it's nice to come home to a book that will teach through simple story line, with no pontificating lists of commandments and no autobiographical flag-waving. I have not found a customer relationship book with a better connect rate: over 95% of the material applies directly to my day-to-day dealings with eight- and nine-figure customers. The one issue for Mr Arussy, I think, will be to get other corporate executives to acknowledge that they MUST take the time to get involved with their customers, especially when the money supply is tight. From years of personal experience, I can tell you unequivocally that nothing -- let me repeat -- NOTHING takes the place of direct involvement with customers by all parts of the organization. Mr. Arussy's organic approach to the problem is exactly what it needed in most organizations. The one bit of advice I would offer to the author is that he may want to either (1) produce a second book which shows how these changes can be made from the top down, or (2) offer executive consulting to get these ideas into the hands of decision-makers within the organization.