An enlightening and entertaining fable that reveals how you can help to revolutionize your company by focusing on customers. This book provides practical approaches that you can implement immediately. The lessons learned include: treat others as you want to be treated and keep customers excited-if you provide them with a great experience, then they will have no reason to go elsewhere!


Strativity Group delivers Customer Experience Management (CEM) consulting services that allow organizations to develop customer experience strategies and deploy them creatively across their operation. Effective CEM strategies deliver fast, measurable return on investment within 6-9 months.

Customer Experience Management (CEM) is a strategy that focuses on the customer experience as the core to the customer relationship. The strategy’s foundation is that the customer is not a destination but is a journey, and that every experience with the customer contributes to the overall loyalty. As such, it requires organizations to redefine their value proposition to their customers and transform their products into outrageously pleasing experiences. Memorable experiences turn customers into both loyalists and evangelists. Through quality and service excellence, contact centers who implemented CEM managed to reduce agent turnover, increase customer satisfaction and overall customer business.

Our services are packaged as workshops for the Senior Executives, Customer Care and Sales Professionals. Our goal is to provide our customers with the tools and knowledge to own and drive the CEM strategy at their organizations.
 
Presentations and
Brainstorming		 This entertaining and thought-provoking presentation discusses the efficiency-relationship paradox and why, despite heavy investment in customer-focused technologies, customers’ satisfaction and loyalty is deteriorating. The audience is challenged to radically alter the way they approach customers, and the definition of the customer’s role in the organization. During the presentation, you will discover the methodology and principles of CEM and how to apply them to achieve immediate return on investment and increase customer loyalty. To learn more about this workshop click here.
   
CEM Fundamentals Often organizations are rushing to sell products and services to customers but fail to build the foundations for a relationship with them. Loyalty and relationship are often treated as an afterthought. Needless to say, this is not how the customers see it. The objective of the workshop is to develop and build the strategic and organizational blueprint for a lasting customer relationship. This workshop utilizes the CEM strategic methodology which consists of Develop, Build, Deliver, and Redefine. To learn more about this workshop click here.
   
Advanced CEM
Fundamentals		 Experiences are dynamic and not static. As such they need to be maintained and nurtured. Launching new initiatives is usually an exciting endeavor. However, sustaining the momentum and rejuvenating the initiative is often neglected. This workshop will focus on taking the CEM strategy to the next level. You will learn how to turn CEM into an lasting strategy in your organization. Best practices from around the world and our tools will help you to keep everyone at the organization focusing on delivering consistent customer experiences and reaching above and beyond the call of duty to deliver surprisingly pleasing experiences. To learn more about this workshop  click here.
   
Consulting Services Why should the customer love you?
Is your value proposition so outrageously wonderful that customers should drop all other products and pay premium for yours? Building a value proposition around your products and services that deliver the kind of experience that keep customers coming, is the main objective of our consulting services. What is your Story? ™ is a method to identify the chemistry between your product and the customer and building it into an experience that will command premium price. You will discover that creating differentiating and provable benefits will make your customer want to buy and even pay premium. This consulting engagement will develop the value proposition and the marketing communication for your products from the customer perspective. It is the sales tools your team needs to turn the product into a gold mine. To learn more about this workshop click here.
   
Our Experience Lior Arussy, founder and president of Strativity Group, Inc. is the CEM pioneer and the author of The Experience! (CMPBooks 2002) Prior to forming Strativity Group, Inc. he was Vice President and general manager of NICE CEM Division where he assisted Fortune 2000 corporations implement CEM strategies. Arussy published over 30 articles on the topic including at Harvard Business Review. His leadership and vision was recognized by Wall Street Journal, Financial Times, ABC TV and CRM Magazine among others.

Contact Us: info@strativitygroup.com
PHONE 973 758 0224
Address: Strativity Group
139 Hillside Ave
Livingston, NJ 07039

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