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Lior Arussy
Travels From TRAVELS FROM
New Jersey, USA
Speaker Fee Range SPEAKING FEE RANGE ** Please note that while this speaker’s specific speaking fee falls within the range posted above (for Continental U.S. based events), fees are subject to change. For current fee information or international event fees (which are generally 50-75% more than U.S based event fees), please contact us.
$20,000 to $25,000
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PROFILE
  • For more than 20 years, Lior Arussy has helped organizations transform themselves around the customer experience, impacting 220 million people across the globe.
  • Lior shares with audiences his research and customer service experiences from working with some of the world’s leading brands, and how he helped transform those organizations to delight employees, as well as customers.
  • Lior shares his customer experience blueprint—successfully used in more than 120 projects—to align organizations, create confidence and outline the step-by-step approach for transformation.

Delighted customers start with delighted employees. This is a key belief Lior Arussy, a leading authority on customer experience, shares with his audiences about successful companies. In order to determine how customer-centric a company really is—not just how much they say they are—Arussy has developed a strategic framework that measures and designs a comprehensive customer experience strategy development program for each customer.

Long considered a creative catalyst for crafting delightful customer experiences and executing profitable customer strategies, Arussy shares with audiences his experiences from working with some of the world’s leading brands, such as Mercedes-Benz, Royal Caribbean Cruises, FedEx and Johnson and Johnson.

Arussy is the founder of Strativity Group, a research and consulting firm focused on helping organizations transform themselves and execute profitable customer strategies around the customer experience. He has grown the company literally from his garage into an international firm serving clients around the world. His work has impacted 220 million customers and 375,000 employees in 21 countries. For example, the methodology he created enabled a European corporation to go from 3% annual growth to 44% annual growth in just two years.

Prior to launching Strativity Group, Arussy held executive positions at Hewlett-Packard, where he led the internet security division and ecommerce e-banking infrastructure, which created the infrastructure for the largest 120 banks in the world. He has managed both the online and call center sides of customer service, and has 20 years of consulting, management and marketing experience. Arussy's syndicated column, “Focus: Customer,” reaches more than 600,000 monthly readers worldwide. He has authored six books on customer experience, employee engagement and experience innovation, and has published more than 100 articles in publications around the world, including the Harvard Business Review.

His recognitions include being named on the “Inc. 5000 list” by Inc. Magazine in August 2013; being named “Influential Leader Award” in 2003 by CRM Magazine, and serving as a juror on Fast Company's “Customer First Awards” in 2005.

VIDEOS
ON SPEAKING
Lior ArussyThe memories I leave behind are more important than the performance I deliver.

Lior Arussy
What do you want people to learn / take away from your presentations?


Lior Arussy

The memories I leave behind are more important than the performance I deliver. We live in a world of exceptional performance or nothing. Relevance to customers is an ever-changing target and without personal commitment we cannot deliver value.


Lior Arussy
What kind of special prep work do you do prior to an event? How to you prepare for your speaking engagements?


Lior Arussy
The prep work usually involved is seeking to understand what customers think about the client and its products. We do that through a review of customer satisfaction results, social media, etc. We also scan the competitive landscape to understand how competitors are approaching customers. For larger presentations, we typically conduct a web-based study with employees and customers to establish a baseline of expectations and performance.

Lior Arussy
Have you had any particularly memorable speaking engagements / unusual situations arise while on the road?

Lior Arussy
One time I was speaking in India and the electricity was shut down in the middle of my presentation (twice!), while I had to continue to speak to over 500 participants.


Lior Arussy
What types of audiences would most benefit from your message?


Lior Arussy
Everyone that is trying to deliver value to customers or find a personal purpose in their work would benefit from my message.


Lior Arussy
Which of your keynote topics are the most popular? Which of your keynote speeches do you enjoy the most and why?
The keynote speeches I enjoy the most are when I have the appropriate time to deliver the message and build rapport with the audience as opposed to delivering a one-way speech.

Lior Arussy
My two most popular keynote topics are Exceptional Experience, Exceptional Results and Exceptionalize It! Surprise Your Customers, Colleagues and Yourself.


The keynote speeches I enjoy the most are when I have the appropriate time to deliver the message and build rapport with the audience as opposed to delivering a one-way speech. It is when we have ample time to prepare that we can apply the right concepts and do some exercises that inspire the audience to committing to doing something different.

These are the ones I find most rewarding – when I can see audience members having that “Aha!” moment. It’s less rewarding to deliver an 80-minute speech when there’s no interaction with the audience.


Lior Arussy
What inspired you to start doing speaking engagements?


Lior Arussy
Speaking for me is part of the broader way of driving change, which I also do in my research and consulting work. As long as audiences are responding with the desire to change and rise up to the challenge, I will continue to deliver the message.


Lior Arussy
What are some of the successes you’ve helped clients make?
The impact is tangible when we see employees rising up to the challenge and providing exceptional experiences to others.

Lior Arussy
One of my proudest moments is Mercedes-Benz going from ninth to first in customer satisfaction, by impacting 25,000 employees directly all over the country and challenging them to deliver exceptional experiences every day.


Another proud moment for me was creating a program for a cancer treatment center that resulted in patients being so grateful that they actually tattooed the logo of the center on their bodies in appreciation.


The impact is tangible when we see employees rising up to the challenge and providing exceptional experiences to others. We have reached 400,000 employees so far and are looking forward to the next challenge.

TESTIMONIALS

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.
Ginny Danforth, Manager, Customer Satisfaction, Global Business Services of Honeywell International, 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.
Roberto Medrano, President and CEO of Polivec, Inc.

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.
Paul Roberts, Global Customer Marketing of Genesys Telecommunications

Lior’s keynote address at our Call Center Demo & Conference in Orlando was right on target for our audience. It was a skillful blend of valuable insights, fact-filled research and amusing anecdotes that all combined to deliver a compelling call-to-action that resonated with the call center professionals in attendance. Lior made us all think and inspired us to make changes — exactly what a keynote speaker should do.
Ted Hopton, Director, Membership Services of International Customer Management Institute (ICMI)

The seminar on customer centricity you delivered was extremely well received. The content and the delivery were truly exceptional, and the feedback was very positive. Our CEO attended the session and was every bit as impressed as the others.
Joseph A. Accardi, Vice President, Marketing and Corporate Development of Siemens Financial Services, Inc

Your presentation was the most memorable part of the “Doing Business in North America” seminar presented to over 40 business leaders of the Israel Export Institute. The most valuable lesson - even more valuable than the legal, structural, and organizational - was how the customer experience was vital to their success. They now understand that their true competitive advantage is not only through product, but also through customer services.
Thomas N. Sudow, Executive Director of Ohio Chamber of Commerce

Working with Strativity has transformed the way we think about customer experience at Sage. The research techniques employed by Strativity deliver meaningful, insightful and actionable results, which we have found to be invaluable in our own journey to provide customers with a better experience. Above all else, the team at Strativity are a delight to work with – committed, forthright, personable, engaging. I would recommend them wholeheartedly.
Paul Stobart, Managing Director of Sage UK

Strativity Group has been, and continues to be, invaluable in helping us develop and deliver an exceptional experience for our customers. They have been with us since the inception of customer experience at our organization which enabled us to leverage the best practices across many industries to exceed our customer’s expectations.
Melissa M. Sturno, Vice President, Marketing of ProCure Treatment Centers, Inc.

PROGRAMS

According to customer experience expert Lior Arussy, “Every day your customers are engaged with cynical employees is a day you lose profits, business and customers.” Arussy’s customized presentations use first-hand insight from client experiences to show why an organization cannot afford unengaged employees. His presentations encourage audiences to think differently about customer experience and what they can do to “wow” their customers.

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. 

A Roadmap to Employee Engagement
Lior Arussy’s presentation shows why an organization can’t afford unengaged employees and provides an understanding of the root causes of cynical employees. He shares that employee engagement is a reaffirmation of the relationship between a company and its employees. In this talk, Arussy provides both the roadmap to build vision and the tools to create fully engaged employees.

Attendees learn:

  • Six false assumptions that lead to employee engagement failure
  • The reasons why employees don’t respond to engagement efforts
  • The four core relationships that directly affect employee engagement and productivity
  • How to design an effective and integrated employee engagement program

    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 performance
    • How 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 activity

    This 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 memories
    • Meeting customer expectations is risky
    • The foundation of customer experience strategy
    • Principles of customer experience innovation
    • Critical success factors to customer experience transformation
    • Managing employee and customer choices
    • The economics of customer experience

    Author of five books including Customer Experience Strategy, 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.

  • BEST-SELLING BOOKS

    Customer Experience Strategy: The Complete Guide From Innovation to Execution
    "Customer Experience Strategy" has penetrated the mainstream corporate agenda. It provides a complete strategic and operational framework for organizations and individuals committed to deploying customer experience. The book has been gleaned from years of designing and implementing customer experience strategies at organizations worldwide. “The most ambitious and successful attempt at a comprehensive text on the practice of customer experience management...refreshingly practical.” strategy + business magazine
    Order Here


      Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers
      Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores "The Excellence Myth," revealing a new philosophy of excellence to help individuals and organizations reach their performance potential. Including both personal anecdotes as well as the results of a 23,000-participant study, the book details the keys to expanding leadership skills, improving employee satisfaction and job performance, and securing customer loyalty. The guide also explains how making "The Daily Choice" will empower employees to reach new heights of excellence, creating delightful customer experiences and achieving results from the bottom up.
      Order Here


      Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right!
      Companies are not choosing to build customer relationships nor committing fully to the customer experience. Management strategies that are customer-related activities are undertaken as "initiatives", "programs," or "campaigns," running for a short period of time and never being embraced as a full operational strategy. In this book, customer relationship management consulting guru Arussy demonstrates how the seller′s interest in the buyer′s welfare can be motivated by the desire to seek mutual gain.
      Order Here


    EXCLUSIVE INTERVIEW
    Exclusive Interview Lior Arussy
    “Passion and purpose will become differentiators of products and services and only vendors who are willing to rise up to that challenge will be able to command premium prices and customer loyalty. ”

    In this interview, Lior Arussy discusses:

      • Details about some of the customer experience trends emerging within the next ten years.

      • How organizations can embrace a customer-centric transformation.

      • Tips for improving customer service.
      • Some of the main obstacles to performance excellence and how can an organization overcome them.

      • A few of the reasons why organizations fail to deliver excellence.

      • How excellence can be redefined while setting a new performance standard.

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