Which parts of your customer journey have the most significant impact?
Which parts of your customer journey have the most significant impact? Read More »
Lior Arussy
Do you know the “Give ‘Em the Pickle Philosophy?
In 1972, Bob Farrell, founder of Farrell’s Ice Cream Parlour, received a letter from a loyal customer upset about being charged for a pickle that used to be free. Rather than dismiss the complaint, Farrell saw the bigger picture:  the pickle wasn’t just a garnish—it was a symbol of great customer service and going the
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Is Employee Happiness Enough to Keep Customers Happy?
Imagine a workplace with state-of-the-art technology, beautifully designed office spaces, and perks like gourmet lunches or yoga classes. Yet, despite all this, the employees are disengaged, uninspired, and unproductive. This mismatch is more common than you think. Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers
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Myths About Workplace Culture
As published In Fast Company July 16, 2024 Lior Arussy is chairman and co-founder of ImprintCX, and author of the upcoming book Dare to Author! Many leaders have a tough time accepting that it’s up to their employees to bring the most critical assets to an organization—creativity, compassion, innovation, ownership, and outside-the-box thinking. Culture drives
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Can Global Shared Services and Customer Experience Co-exist?
Global Shared Services (GSS) teams do not have customers in the traditional sense. Still, the Business Units (BUs) they serve have the same expectations as conventional B2B customers: effortless and consistently excellent experiences that allow them to focus more on the customer and provide increased value. However, in the rapidly changing business environment, the original
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DO YOU STILL NEED SALESPEOPLE?
Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. This is the new reality, and for many, it can be a daunting prospect. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert
DO YOU STILL NEED SALESPEOPLE? Read More »
