Focus: Customer

Lior Arussy is the president of Strativity Group and the author of several books. His new book is Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers (Information Today, 2008).

When a customer is loyal to a brand, to whom is the customer truly loyal? Many CEOs posit that customers are loyal to an abstract entity represented by their companies’ logos. Alternatively, many customers would submit that their loyalty lies with those people at these various companies that create and provide the products and services used in their day to day lives. With differing approaches to customer loyalty, what is a company to do?

Apple, the company behind the world famous iPod and iPhone...continue reading this post »

Here we are again. A new technology is taking over and the world as we know it is coming to an end. The advent of this latest and greatest technology allows individuals to broadcast short messages of up to 140 characters anytime, anywhere. With this newfound ability, some pundits are proclaiming that customer relationships as we know them are over. I should confess that I’m a bit tired of such proclamations and punditry particularly when it is all too apparent that people are simply glorifying a...continue reading this post »

The growing importance and awareness of the customer experience had driven a growing number of companies to implement voice of customer programs. These programs can divided into two categories – 1. Market Research and 2. Customer Surveys. Companies typically use market research to identify unmet customer needs but use customer surveys to understand customer’s perception about the quality of individual transactions or the general relationship.

During the course of numerous client engagements, we...

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