Michael Lowenstein

The Never-Ending Quest For Customer Value

Our family is in the process of getting ready to move to a new home. One of my key assignments is de-cluttering our current abode. As part of this, every day I’m required by my wife to prepare and toss a...

Successfully and Strategically Linking CX And EX: The ‘People First’ Experience At Ultimate...

One company which has functioned with a people-first approach from its inception is Ultimate Software, an organization with which we have been able to develop a close working relationship. As stated on the ‘Our Mission’ page of Ultimate Software’s web site: “Simply...

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 either functional or emotional - - or often both. In human-centric terms, and just as with customers in CX,...

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 – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and...

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. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that...

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 way to meet customers' changing needs." The article's author, though, quoted a study his company had conducted, saying that...

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 engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience...

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 medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight...

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 satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result,...

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 management-staff relationship and motivation examples, and management's myopic need for process execution for its own sake, not the enrichment or...

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 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than...

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 value-focused organizations "humanistic" companies, i.e. those which seek to maximize their value delivery to each group of stakeholders, not just...

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 IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as...

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 his first, and (as it quickly turned out) most damaging, actions to resurrect the Penney brand name was to institute...

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 consumers and the media, but, rather curiously, with praise from some CRM and CX experts. Here’s a summary of the...

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 (suffering a skull fracture, lost teeth, and a broken nose), while being forced off one of the airline’s flights to...

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 without making certain that the basics – what we can call the architecture, engineering, foundation, framing, electrical wiring and plumbing...

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 effectively driving stakeholder-centric strategies and goals, more resemble wrestlers following the drama and dynamics of a WWE Four Corners Match...

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, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists...

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 ‘hiring’ a supplier to get a job done. The same can be said of employees. They can...

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