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

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

by Lior Arussy
     
 

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'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' — Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies m

The Experience is the journey of a frustrated call center manager who discovers hidden secrets

Overview

'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' — Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies m

The Experience is the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.

Product Details

ISBN-13:
9781578203062
Publisher:
Taylor & Francis
Publication date:
01/10/2002
Pages:
128
Product dimensions:
6.00(w) x 9.00(h) x 0.44(d)

What People are saying about this

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
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
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
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
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

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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