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®.
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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
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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
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Insight #2
You’ll recognize a special experience when:
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Insight #2
You’ll recognize a special experience when:It’s highly personalized
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Insight #2
You’ll recognize a special experience when:It has an element of surprise that shows a
genuine desire to enhance the relationships
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Insight #2
You’ll recognize a special experience when:It’s memorable enough for you to carry
with you and share it with others
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Insight #3
Often, the biggest enemy to becoming exceptional is the conviction that you’re
already doing it. Get out of your own way.
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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.
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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:
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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?
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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?
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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?
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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.
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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.
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Insight #8
When creating content, do you sell or are you trying to improve the lives of your
customers? Opt for the latter.
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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.
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Insight #10
If you’re serious about exceptionalizing your customer experience, start by internalizing:
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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
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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)
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Reflect: How often are you saying ‘thank you’ to your existing customers?
tweet us!
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Presentation created by Chase Jennings
Insights by Moe Abdou