Travels from New Jersey, USA
Lior Arussy's speaking fee falls within range: $20,000 to $25,000
Lior Arussy spent the first part of his career in various executive positions at world-leading firms, such as Hewlett-Packard. It was at this stage that he recognized that the old, traditional methods of change management were flawed, and simple didn’t work for most companies. Lior took it upon himself to create a different methodology – one which recognizes that the key to truly driving a company’s change for success, is in putting its most important resource at the center of its transformational efforts: its employees. The idea being that, in order for customers to choose your product and get the most out of it, you not only have to have an exceptional product, but a great, dedicated, happy team that stands behind that product’s success.
Today, Arussy is one of the leading global authorities in the fields of Customer Experience, Employee Engagement, and Strategy Execution. He is a Corporate Culture expert, a ‘success accelerator’, and a proven, passionate change agent. Called “a triple threat of transformation” by William Taylor, co-founder of Fast Company magazine, Arussy has helped many of the world’s top brands achieve unprecedented goals in customer satisfaction, growth, and profitability. Among these are Mercedes-Benz, Johnson & Johnson, Royal Caribbean Cruises, Thomson Reuters, HSBC, E.ON, FedEx, SAP, and the University of Pennsylvania, to name a few.
Lior’s methodology enabled Mercedes-Benz to reach the much-coveted #1 position in customer satisfaction. Another client, a European logistics corporation, leaped from 3% annual organic growth to 44% annual organic growth in just two years!
In 2003, Arussy founded the Strativity Group, a strategy firm specializing in customer experience consulting, employee engagement programs, journey mapping, and business growth. In addition, Lior has written seven books on business strategy, customer experience optimization, and achieving the ultimate success. He has also written over 300 articles for publications around the world, including the Harvard Business Review, and Chief Executive media, for which he is a regular contributing author. A recipient of numerous awards worldwide, Arussy’s accomplishments, insights, and publications have been cited and recognized by leading media, such as The Wall Street Journal, The Financial Times, The Times of London, Smart CEO Magazine, ABC, CNBC, Bloomberg TV, and MSNBC.
Mr. Arussy currently resides in New Jersey with his wife and five children. He completed his undergraduate degree at Case Western Reserve University, and received his MBA from Weatherhead School of Management.
He is a self-professed chocoholic.
Lior Arussy presents his insights into customer-centric transformation, bringing the experience of successfully refocusing hundreds of companies towards their customers for greater satisfaction and reward. He acknowledges that there are differences between industries and between countries, but he says, “There are core principles which you cannot afford to ignore, these are just laws which we absolutely cannot afford to ignore." He explains that too many companies are focusing on their commodities and expecting their customers to come to them, rather than focusing on customers: “You are sitting here in the banking industry and you are all hoping for the same type of solution…the first thing I'm going to say to you, and please write this down: stop selling! We are busy selling to customers instead of trying to think about how to create a better offer that will come to them naturally."
Lior Arussy presents a series of programs that explain why you need to have all departments in your company focusing on the customer. Bringing a wealth of experience and a highly impressive track record to his presentations, Arussy combines in-depth research, penetrating insight and amusing anecdote to produce invaluable lessons for anyone who recognizes the importance of satisfied customers.
Arussy presents a blueprint for customer-centric transformation, offering a disciplined methodology that has been used successfully in more than 120 projects. He will show you how to develop deeper insights into your customer’s needs and what pitfalls you must avoid. Using a combination of economics, science, psychology and expert business practice, he will have you delighting customers in a way that will delight you as you see customer loyalty and purchasing rise.
The Gen AI-Empowered Customer
The emergence of Artificial Intelligence (AI) has catapulted customers to a new pinnacle of empowerment. This transformative role has restructured the future engagement model, compelling organizations to revisit their value creation and delivery strategies within the context of redefining customer relationships.
Excite Your Customers
Your commitment to your customers and your commitment to excellence requires you to keep your products and services relevant. In order to get new customers and to gain more repeat customers, small business owners need to constantly examine the simple question: Are You Exceptional? Doing so guarantees your edge in today’s business world.
Address the past before you develop the future
Employees’ resistance to change is often perceived as a fear of what the unknown of the future holds, as well as an attachment to the known present and the nostalgic past. A Strativity-sponsored HBR study demonstrates that the root cause of failure of business transformation is the human factor. The real issue, however, is the past rather than a fear of the future.
Pride – The Missing Ingredient
Are your employees proud of the company they work for? This is the most critical question for any customer transformation. Based on 15 years of designing customer experiences for organizations, we’ve learned that a critical component to success is pride in the brand. This session will focus on what it means to create pride in a brand and, specifically, the methods to create authentic pride in your brand.
Accelerate Your Business Transformation
Organizational transformation depends on a multitude of factors, beginning with its design and implementation. The most neglected factor in transformation is employee trust and belief in the process. After years of failed initiatives and a "launch and quit" history, employees develop a skeptical attitude. This cynical attitude is probably the biggest obstacle to his transformation.
SPEAKING.COM: What do you want people to learn / take away from your presentations? 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.
SPEAKING.COM: What kind of special prep work do you do prior to an event? How to you prepare for your speaking engagements? 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.
SPEAKING.COM: Have you had any particularly memorable speaking engagements / unusual situations arise while on the road?
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.
SPEAKING.COM: What types of audiences would most benefit from your message? ARUSSY: Everyone that is trying to deliver value to customers or find a personal purpose in their work would benefit from my message.
SPEAKING.COM: Which of your keynote topics are the most popular? Which of your keynote speeches do you enjoy the most and why?
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.
SPEAKING.COM: What inspired you to start doing speaking engagements? 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.
SPEAKING.COM: What are some of the successes you’ve helped clients make?
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.
• 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.
“Lior, as usual, you were a machine up there. How you do it (without teleprompters) is unbelievable. I really appreciate all the coordination and execution that went into this. You are a class organization, that gave us 110% and in my experiences with other partners, you stand out as one that AMAZED me.”
“My pack loved you!! You were super engaging and gained immediate credibility. I especially loved how you were able to get people to speak while making them feel comfortable. The group was clearly transparent and 100% engaged.”
“Thank you again and again for always surprising, delighting and exceeding our expectations.”
“Just a quick note to let you know that your presentation Wednesday was a huge hit. I continued to get comments from the team throughout the next 2 days about the impact it made on them. You really helped push this over the top — we have full commitment from the Executive Leadership Team.”
“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”.
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Dare to Author!: Take Charge of the Narrative of Your Life
Lior Arussy’s latest book, Dare to Author! is a call for people to write—and therefore own—their life’s story, even when events are unexpected and don’t always turn out the way we want. The book is a manifesto and a guide to converting life experiences into future strength, resilience, and development and, in the process, transforming ourselves from victims to victors. Incorporating unique personal insights and his own professional experiences, Arussy carefully describes the challenges and dangers of living life authored by circumstances, social pressures, or other people, and he provides a proactive way to process and convert life experiences into future resilience, strength, and development. If we are not converting life experiences into authored chapters of our own life story, we are blocking our ability to grow and manage future challenges. Readers will come away inspired, confident and ready to act with three important concepts— – A reality check/wake-up call asking Who is authoring your life’s story? and an explanation of why readers may not have authored their own life thus far. – A process to start writing the reader’s story by crafting chapters that will develop resilience and a growth toolbox for life. – An understanding of the application of the Authoring Process to professional and personal situations, making that authoring process more relevant and accessible.
Next Is Now: 5 Steps for Embracing Change―Building a Business that Thrives into the Future
One of the world’s leading authorities on customer-centric business transformation, Lior Arussy—founder and CEO of the global consulting firm Strativity Group—offers “a revolutionary, yet pragmatic guide to not only managing change, but driving and thriving in a world of cataclysmic explosions of information and technology” (Joseph Michelli, #1 New York Times bestselling author of Leading the Starbucks Way).
The old business model of adapting to change for continued success is dead. Change is the new normal. There are no more periods of stability and predictability. There is only change. This continuous upheaval can undercut morale, decrease productivity and decimate profits, or it can be a game-changing opportunity.
In Next Is Now, “Lior Arussy provides a comprehensive and instructive roadmap for leading change and preparing yourself and your organization for the future. He generously shares insider insights, examples, and lessons learned from his many years advising top business leaders.” (Denise Lee Yohn, author of What Great Brands Do). He helps corporate leaders and their employees view change as an opportunity to become invested, drive that change, and achieve more success and job satisfaction than if change were simply implemented from the top down.
Based on his experience working one-on-one with major corporate clients like Mercedes-Benz, Royal Caribbean Cruises, Thomson Reuters, HSBC and other Fortune 500 clients, Arussy shares his five-step Future Ready Impact program, guiding change-impacted employees and business owners from a victim mentality to one of participation and ownership. As Stephen Cannon, the former president and CEO of Mercedes-Benz USA, raves, “For anyone interested in building a thriving business, Lior Arussy’s insights provide actionable steps to integrate into your plans for achieving success.”
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
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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.
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.
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