Michael Lowenstein

Like Customers, Employees Have Essential Personas Too! Here Are Action-Based Tools For How...

One of the core elements of CX, articulated by Clayton Christensen as Jobs To Be Done, or JTBD, is PERSONA. JTBD can be...

How To Design (And Act On) Real-World Employee Surveys

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty –...

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world....

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really...

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as "the most effective...

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? ...

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or...

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep...

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing...

Is Your Company Surveying Employees For Their Commitment To Customers and CX?

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee...

CX Initiatives: What if Employees Are Not On Board?

One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad...

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016...

How Stakeholder-Centric and Value Delivery-Focused Is Your Company?

In a theme that was articulated in the 2007 book, Firms of Endearment. authors Jagdish Sheth, Raj Sisodia and David Wolfe called stakeholder-centric and...

Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee...

Beyond The Horizon: 6 Ways Retailers Will Have To Prepare For The 2020...

In 2011, Ron Johnson was brought in to run J. C. Penney, having previously led Apple Stores to great retail success. One of...

4.5 Rules for Creatively Firing Unwanted Customers

Some years ago, Sprint's public decision to cut loose 1,000 subscribers who made frequent calls to customer service was met with stromg negativity from...

Is United Airlines (Truly) Sorry? If So, What’s Next? Here’s A List...

Oscar Munoz, United’s CEO, has identified “shame” and being disturbed as his reaction to the wrenching cellphone video of Dr. David Dao being manhandled...

Of What Lasting Value Is A Beautifully-Designed Building If It Is Poorly Constructed?

The title is a lengthy, but appropriate, way of saying that the best, most innovative CX programs and processes will fall short of objectives...

And, In This Corner……….

In working with clients around the world on a broad array of CX projects, I’m often left with the impression that enterprises, rather than...

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which...

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed,...

Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important

For some time, it has been understood that, when purchasing a product or service, consumers are essentially...

Leveraging Informal Communication to Drive Customer Loyalty Behavior

Neural, informal communication on behalf of a preferred brand or vendor can have significant, far-reaching impact. If the communication behavior is positive, the...

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven...

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