Michael Lowenstein
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.
Putting the ‘Bar’ in ‘Barista’: Pricey Lattes, Capuccinos, and Macchiatos…….With a Beer Chaser?
With a serving concept originally generated about four years ago to build its night time business (USA Today), and then intensively beta tested, Starbucks...
Making The Experience Emotional and Personal: How Online Communities Can Help Companies Strategically Build, Protect, and Recover Customer...
In books like Robert Putnam’s Bowling Alone: The Collapse and Revival of American Community (Simon & Schuster, 2000), the isolation of individuals, and the...
Essentials of CMB: Culture Means Business
Similar to how Latin is the root of all romance languages, culture - the identity, personality, structure, and processes of an organization - is...
Have We Reached, And Gone Beyond, The Advertising Medium Tipping Point (At Least in the U.S.)?
A new report from the Internet Advertising Bureau, prepared by PwC, showed that online ad revenue in the U.S. reached almost $43 billion for...
What Target Is Doing to Regain Consumer Trust – – And One of The Most Effective Things They (and...
Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee...
If It’s A Jelly(fish), Will You Swim With It, Watch It – Or Get Stung?
Biz Stone is a serial entrepreneur for the mobile, connected 21st century. Stone, co-founder of Twitter, saw this short-burst communication technique build from...
Attention, Target Shoppers: It Comes Down to Trust. Distrust, or Even Disgust
As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and...
“Too Big To Fail….But Not Too Big To Suck”
This was the comment of Bill Maher, on a recent “Real Time With Bill Maher” show, responding to the announcement that Time Warner Cable...
Is Your Company Making the Best Use of Online Communities? Here Are Some Examples of Effective Community Leverage.
From a commercial perspective, we’ve seen the role and effect of community interaction evolve from the general store cracker barrel and sewing circles, to...
The New, Real-World, Customer-Centric Customer Experience 4 (Perhaps 5) P’s
In Marketing 101, everyone learns the basic 4 P’s of the classic ‘marketing mix’, as defined by Neil Borden in the 1960’s: • Product -...
Do You Understand Customer Language?
In his landmark Men Are From Mars, Women Are From Venus books on male-female communication and relationships, couples therapist John Gray has concluded that...
Dot.Coms and the Casanova Complex
The legend of 18th century Italian adventurer, Giovanni Giacomo Casanova has only grown over time. Born in Venice, and a soldier in the...
Canyon Road Emotional Customer Engagement: Important Survive and Thrive Lessons for Any Business
How well does your company create personalized, emotionally-based product or service uniqueness for every customer? At the dozens of Canyon Road galleries in...
What Customer-Centric Companies Must Do To Become Customer-Obsessed.
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance...
When Does Customer Service Experience Recovery Become Overkill, Potentially Undermining Future Loyalty Behavior?
We know the recent holiday season had seen record online purchasing, with the major delivery carriers struggling to maintain shipment scheduling normalcy. At the...
Is There A Single Most Actionable, Contemporary, and Real-World Metric for Managing, Optimizing, and Leveraging Customer Experience (and Behavior)?
Jeff Toister recently had a blog on CustomerThink addressing the topic of customer delight (http://customerthink.com/customer-satisfaction-vs-delight-why-you-need-both/ ) and customer satisfaction. He defined delight as...
Do You – And Does Your Organization Have A Customer-Centric Experience Innovation Framework?
Some years back, Jim Higgins, an academic colleague in Florida, wrote a terrific book – Innovate or Evaporate – for managers, professionals, team leaders...
Creeping Commoditization: Little Customer Experience and Value Boxes Made of Ticky-Tacky
Folk-singing and social activism icon Pete Seeger died a couple of weeks ago at 94. His array of songs – “If I Had...
It’s Bank Credit Card Junk Mail Season Again!
The Paper Avalanche Landscape It’s January, and along with the cold, snow, and wind (I live in South Jersey, so that’s a Winter fact of...
Cracks In The Single Number Metric Lens Can Be Repaired With Word-of-Mouth
There are those of us in the customer experience consulting, training and research community who have, over the years, challenged the claims of granular...