The Experience: How to Wow Your Customers and Create a Passionate Workplace

Overview

The Experience! is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work. In an easy-to-read style, this book provides solutions to implement for immediate improvement in customer service and loyalty. The lessons learned include: ...
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Overview

The Experience! is the journey of Joseph Jacobs, a frustrated call center manager who is trying to deliver better service to customers despite a highly unmotivated staff. As he struggles to find his way, he discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work. In an easy-to-read style, this book provides solutions to implement for immediate improvement in customer service and loyalty. The lessons learned include: treat others as you want to be treated; and keep customers excited — if you provide them with an experience beyond consistency, then they will have no reason to go elsewhere.


About the Author

Lior Arussy is the founder and president of Strativity Group. Prior to Strativity Group, he pioneered the new Customer Experience Management strategy at NICE Systems and turned it into a market segment. At NICE Lior held the position of Corporate Vice President?General Manager, CEM Product Division and was responsible for global marketing efforts.

His accomplishments have been recognized by leading analysts and press including ABC, The Wall Street Journal, Financial Times, The Times of London, Times of India, Gartner Group, IDC, Inc., Frost and Sullivan, Call Center Magazine, Customer Interface Magazine, Line56.com, Wired, NetworkWorld,, and Secure Computing Magazine.

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What People Are Saying

Howell
Lior 's book brings a rare combination to the table: a visionary approach focused around the customer experience, coupled with pragmatic lessons gleaned from his extensive involvement with the contact center industry.
— Program Leader, Contact Center Technologies Research, Frost &Sullivan
Jerry Vass
A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.
— author of Soft Selling in the Hard World
Martha Rogers
Lior Arussy spins a cautionary tale for the transition companies must make to turn their cost-based 'call centers' into profit-building 'contact centers.' A must-read for customer service professionals and their bosses.
— Peppers and Rogers Group, and co-author, The One to One Fieldbook
Ron Moritz
Having responded to my share of customer emergencies and having read enough business 'bestsellers' to find most dry and uninviting, I was surprised when I read The Experience. This book is enjoyable. Every page contains something that all business people--whether sole proprietors or executives in a multinational company--need to know. I strongly recommend it to any consultant or manager that is making a customer-focused decision.
— Moritz Technology Corporation, and Former Senior Vice President and Chief Technical Officer, Symantec Corporation
J. S. Rosenschein
Lior Arussy gets it. He explains how, in our world of oversaturated interruptions, trust and true customer support are the ultimate differentiators.
— CEO, Atomica
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Product Details

  • ISBN-13: 9780123954930
  • Publisher: CRC Press
  • Publication date: 1/10/2002
  • Pages: 128
  • Product dimensions: 8.30 (w) x 5.40 (h) x 0.40 (d)

Meet 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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Sort by: Showing all of 7 Customer Reviews
  • Anonymous

    Posted October 27, 2002

    help for customers is here

    This book really turned me around on my customer service techniques. Already we have had fewer complaints about our complaints departement. I recomend it for any supervisor who wants to stop angry customers from having to travel five levels to him/her in order to get some service.

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  • Anonymous

    Posted October 28, 2002

    Vision and Practicality in the same book...WOW !!

    I¿ve seen Lior¿s excellent presentations in various tradeshows so I had very high expectations from the book...and I was NOT disappointed!! While reading the book you get the feeling that the author is both a visionary and a savvy businessman that really 'Gets It' in regards to one of the most important issues that businesses are facing today - Customer Retention. The outcome is a MUST READ book that shows you where your business should be and how to get there.

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  • Anonymous

    Posted October 12, 2002

    Experience: How to Wow Your Customers and Create a Passionate Workplace

    businesses are wasting millions of dollars because they don't get the simple truisms addressed in "The Experience." Arussy understands that a "people-first" attitude, from the top-down, will help build brands, increase profits and reduce employee turnover/burnout. This is a quick read and very entertaining -- when it's not scaring the heck out of you by making you realize how many things you're doing wrong in your own firm. "The Experience" is written as a fable, yet makes it easy to identify practical, easily implemented ideas that will pay off quickly. Check it out.

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  • Anonymous

    Posted October 10, 2002

    Great read - you will "get it"

    A great perspective on motivation and learning in the workplace, and life! There's something here for everyone.

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  • Anonymous

    Posted October 17, 2002

    Experience: How to Wow Your Customers and Create a Passionate Workplace

    After reading The Experience, you ask why didn't I think of that? This fable allows all types of businesspeople to reassess their approach to customer experience management and branding and provides simple tools that will be easy to implement and help save money -- while building customer relations and employee morale. This is a must-read.

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  • Anonymous

    Posted October 2, 2002

    Must Read!

    A real masterpiece in business literature, Arussy manages to ever so clearly and passionately articulate what makes today¿s businesses ineffective at exercising the famous mantra ¿customers come first¿. We all know and use the mantra as customers and most fail (as businesses) to turn this into a reality. The book reads well and gives the reader many takeaways which can be implemented in our own businesses¿ pronto! I can¿t wait for his next book!

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  • Anonymous

    Posted October 22, 2002

    A book that puts people before technology.

    Too many times we read about how technology can fix all that¿s wrong in business. In this book, Arussy shows how to fix your business with old fashioned interpersonal communications. It¿s also nice to have a story where the hero is a call center manager. Highly Recommended

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Sort by: Showing all of 7 Customer Reviews

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