FEATURING SUCCESS
STORIES FROM
. . . . . . . . . . . .

Ritz Carlton Hotels
Zappos
E.ON
Thomson Reuters
ProCure
Wal-Mart
Harrah’s Entertainment
Banco Popular
Virgin
Honeywell
HSBCHome Depot
USAA
Timberland
Four Seasons Hotels
Yelp.com
Sony
Hyundai
Kellogg’s
and many more
. . . . . . . . . . . .

Executing a Successful Customer Experience Stategy: An Interview with Lior Arussy


Click here to download a sample chapter of Customer Experience Strategy - The Complete Guide From Innovation To Execution

So, another book about customer experience. Is that what the world needs right now? I tried to answer this very question as I considered venturing on another journey of writing a book. I needed to convince myself that the journey will be worth it.

Customer experience and customer experience management (CEM) has been on the corporate agenda for several years now, and interest in the topic seems to be gaining more momentum. Reams of paper are devoted to books and articles published on the topic. So why this book?

In helping organizations design and implement customer experience strategies, my colleagues at Strativity Group and I have been in the trenches many times. There we learned how to convert blue-sky concepts into real-life results. We struggled to transform sometimes rather stubborn product-centric organizations into customer-loving companies. And we succeeded. During the process, I discovered something rather simple. All the customer experience experts are publishing literature that tells why you should improve your customer experience but not how.