IS THE LEADING STRATEGY.
HOW DOES YOUR ORGANIZATION
“Exceptionalize It! is a call to action and reaffirmation for anyone interested in growing revenues, profits, loyalty and advocacy...through an engaged team and organization that is focused on consistently delivering a best-in-class customer experience.
—HENDRIK HYNEKAMP, GENERAL MANAGER CUSTOMER EXPERIENCE, MERCEDES-BENZ USA
“In his inimitable provocative style, Lior does an excellent job of laying out the fundamentals of what it takes to succeed and thrive in today's world. This is book (or manifesto as Lior aptly calls it) is not just a one-time read; I am sure I will keep coming back to it often to get some wake-up calls!”
— VINAY IYER, VICE PRESIDENT MARKETING SAP
Exceptionalize It! provides exceptional insights into what it takes to become customers' first choice. The lion's share of customers’ wallets goes to those firms that customers believe are exceptional. This book is a must read for any manager determined to be number 1.
— TIMOTHY KEININGHAM, Ph.D., GLOBAL CHIEF STRATEGY OFFICERS, IPSOS LOYALTY AND BESTSELLING AUTHOR OF WHY LOYALTY MATTERS
“Arussy does it again with Exceptionalize It!. His advice will flip your paradigm, shatter your status quo and propel your leadership forward. More than ever, you likely need these treatments.”
— TIM SANDERS, FORMER CSO AT YAHOO! AND AUTHOR OF LOVE IS THE KILLER APP
“Lior Arussy is, in a word, exceptional. As an adviser, he gives companies the confidence to do things other companies can't or won't do. As a thinker, he presents an agenda for transformation that defines the promise of business at its best. This book shows Lior at his best—smart, funny, a little outrageous, always instructive. Read it, think about it, and put it to work!”
— WILLIAM C. TAYLOR, CO-FOUNDER FAST COMPANY AND AUTHOR OF PRACTICALLY RADICAL
"Lior Arussy knows the what, why, and how of creating exceptional customer experiences. In Exceptionalize it!, Lior demystifies the process of making meaningful customer connections. Whether you want to attract, retain, or have your customer’s refer you to their friends and family, Exceptionalize It! offers proven, accessible and actionable solutions. You're holding a game changing book! Read it, apply it, and exceptionalize your relationship with your customers."
- JOSEPH MICHELLI, CUSTOMER EXPERIENCE CONSULTANT AND NEW YORK TIMES #1 BESTSELLING AUTHOR, LEADING THE STARBUCKS WAY, THE ZAPPOS EXPERIENCE, AND THE NEW GOLD STANDARD
Today, you have no other choice but to Exceptionalize It! Meeting expectations is no longer sufficient. Doing your job is not a reason to keep you as an employee. Customers expect exceptional experiences. Managers demand exceptional performance. And ultimately, your commitment to excellence requires it.
This is a manifesto of how to rise up to the exceptional performance within organizations and us as individuals. It is a wake-up call to stop accepting mediocrity and average performance.
This book explores how to Exceptionalize It! across four dimensions:
CUSTOMER - YOU - MANAGER - SUCCESS
ABOUT LIOR ARUSSY
Lior Arussy is the founder of Strativity Group, a global customer experience research and consulting firm which helps clients create delightful customer experiences and execute profitable customer strategies. He grew the company from his garage to a multi-national professional firm with offices around the world.
One of the world’s authorities on customer experience and customer-centric transformation, Lior delivers results. His strategic framework converts organizations from product to customer centric.
Among his clients are FedEx, Sage, Mercedes-Benz, The New York Times, Royal Caribbean Cruise Lines, Honeywell, Royal Mail, and Walmart.com. His work has impacted 250 million customers and 400,000 employees in 21 countries.
Lior is the author of 5 books on customer experience, employee engagement and experience innovation.
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The updated edition is essential for surviving in the new business era - with NEW chapters as they relate to exceptionalism in 2015 and beyond!
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