Michael Lowenstein, PhD CMC
Michael Lowenstein, PhD CMC, specializes in customer and employee experience research/strategy consulting, and brand, customer, and employee commitment and advocacy behavior research, consulting, and training. He has authored seven stakeholder-centric strategy books and 400+ articles, white papers and blogs. In 2018, he was named to CustomerThink's Hall of Fame.
For those not familiar with my work, I'm an active author, consultant, researcher and trainer in CX and EX (and also a member of...
To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today's preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data...
In his 2011 Book, Linchpins, Seth Godin laid out what is essentially an experience improvement formula, or templated recipe, whose five ingredients are culture and purpose,...
Twenty years ago, in their seminal, powerful book The Influentials, authors Ed Keller and John Berry stated: "One American in ten tells the other...
As has been understood for decades, every year, the average b2b and b2c company loses 20 to 40 percent of its customers. Today,...
I've been catching up on my advocacy behavior reading, as always looking to better understand how exemplary performers execute at the intersection where brand,...
Achieving best practices in customer value delivery, and reaping the rewards of positive customer marketplace behavior, means that everything organizations do with respect to...
Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay,...
Several years ago, in worldwide customer service experience research conducted for a major high-tech organization, to drive stronger downstream customer behavior, it was found...
Until now, EX life cycle sets of solutions have principally centered on employee engagement-based initiatives. According to many studies on employee retention, an...
In concepts, and things in general, words and tags that represent profound differences matter - often a great deal. As emphatically stated by...
A recent quote from a business journal article about employee behavior - "The Great Resignation wasn’t created by the pandemic so much as supersized...
Today’s demanding and continuously changing customer value environment, made even more demanding by lasting effects of the Covid-19 pandemic, and the accompanying employee YOLO...
YOLO (You Only Live Once) as a societal force has been a part of the culture, and also a part of the customer and employee...
Rogue One, Star Wars prequel released a few years ago, received a good deal of attention – especially for bringing back a lot of...
Several years ago, in worldwide customer service experience research conducted for a major high-tech devices client, to drive stronger downstream customer behavior, it was...
That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the...
Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection, disaffection, and even emotional burnout,...
What makes this question so profound, and so pivotal, in both employee experience and customer experience optimization today is that every aspect of value...
By EX, of course, we mean employee experience. Customer experience improvement (XI) and optimization have, for some time, been the stated goal of many enterprises...