The Enemies of Customer Service - An interview with Lior Arussy - World's #10 top CX Guru.

𝗧𝗵𝗲 𝗘𝗻𝗲𝗺𝗶𝗲𝘀 𝗼𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 - 𝗔𝗻 𝗶𝗻𝘁𝗲𝗿𝘃𝗶𝗲𝘄 𝘄𝗶𝘁𝗵 Lior Arussy- 𝗪𝗼𝗿𝗹𝗱'𝘀 #𝟭𝟬 𝘁𝗼𝗽 𝗖𝗫 𝗚𝘂𝗿𝘂.
This is the third out of five episodes of our 𝐄𝐱𝐩𝐞𝐫𝐭 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 𝐒𝐞𝐫𝐢𝐞𝐬 with Lior. His candid, inspiring, and humorous real-life stories will give you value and entertain you at the same time.
In this episode, my partner Amit Prakash, and I, asked "What do you think is missing in companies when it comes to Customer Service?"
Summary: Lior said that there are three enemies that are very prevalent in all of the Customer Service and Customer Experience Transformations:
𝐓𝐡𝐞 𝟏𝐬𝐭 𝐞𝐧𝐞𝐦𝐲 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: The delusional believe that based on a few success stories their company delivers great Customer Service.
𝐓𝐡𝐞 𝟐𝐧𝐝 𝐞𝐧𝐞𝐦𝐲 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Lack of passion for the brand. Lior shares the story of the transformation that his company has done with 𝗠𝗲𝗿𝗰𝗲𝗱𝗲𝘀 𝗕𝗲𝗻𝘇.
𝐓𝐡𝐞 𝟑𝐫𝐝 𝐞𝐧𝐞𝐦𝐲 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞: Lack of practice with a surprising transformation story on how one of the top airlines in the world has turned around dissatisfaction of Premium Economy passengers to top scores in the industry.
Stay tuned for the next episode to hear Lior share 𝑾𝒉𝒂𝒕 𝒄𝒂𝒏 𝒘𝒆 𝒄𝒐𝒓𝒓𝒆𝒄𝒕 𝒘𝒊𝒕𝒉𝒊𝒏 𝒐𝒓𝒈𝒂𝒏𝒊𝒛𝒂𝒕𝒊𝒐𝒏𝒔 𝒕𝒐 𝒎𝒂𝒌𝒆 𝒕𝒉𝒆 𝒔𝒆𝒓𝒗𝒊𝒄𝒆 𝒇𝒍𝒐𝒘 𝒔𝒆𝒂𝒎𝒍𝒆𝒔𝒔𝒍𝒚?

[@ArankaNolaneinstein]

Love this! So obvious and sensible. Thank you Avi.