Strativity Group: Building a New Customer Experience Paradigm

With the latest technological advancements and social media platforms to voice opinions, customers have become more powerful than ever before. The customer experience quotient has an intense impact on the metrics of a business ranging from customer loyalty and brand equities to cost saving and increased revenues. Businesses have entered the customers’ era–a time where the major focus is on customers, rather than on strategic imperatives like quality of product and best value for money. However, most of the available customer experience management tools lack in organizational, operational and strategic context. “At Strativity Group, customer experience management is not a tool, it is a strategy within the organization,” begins Lior Arussy, President, Strativity Group. Moreover, enterprises often end up buying customer experience management tools without having a detailed idea on how to best prepare themselves in terms of operations and strategy. Countering this challenge is Strativity Group, a company that takes a strong, multi-disciplinary approach to customer experience strategy, design and implementation. “At Strativity, we have developed a proprietary methodology that guides our clients to deploy programs that lead to improved customer experience,” he adds.

Strativity of Hackensack, NJ understands the customer journey, and takes a disciplined, holistic approach to customer experience management and fosters deep, profound cultural changes that support both the journey of a customer and the profitability of a business. The company takes into account the different metrics such as voice of customer program, cultural transformation, experience innovation, and employee training. “We cover the complete spectrum from diagnostic to innovation, to change management, all the way to employee engagement,” states Arussy. A trailblazer in customer experience, customer centricity and transformation, Arussy’s strategic framework converts organizations from product centric to customer centricity. Reinforcing the customer experience strategy, Strativity assisted German auto giant Mercedes-Benz to conquer the 1st position in the J.D. Power survey within two years.

Strativity’s consulting services are designed to yield measurable, meaningful results across all key customer experience touch points—from employee engagement to customer satisfaction and from resource allocation to bottom-line profitability.