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.
Just Like Dendrochronology: Creating Tree Rings Around Strategic CEM
Science and nature, it turns out, both have a lot of application to customer experience management. Everyone who has ever taken a marketing...
Customer Partnering: Proactive, Vital, Winning CEM
In his thoughtful and incisive 1996 book, Customers Mean Business (http://www.torontopubliclibrary.ca/detail.jsp?Entt=RDM2336412&R=2336412), James Unruh, former chairman and CEO of Unisys Corporation, said: "…partnering with customers...
What’s the Real Goal of Optimized Web Site Visitor Experience?
And, while we're on the subject, what's the real goal of web site visitor experience research? Is it to help optimize functionality, information...
A Big, Big “Big Data” Challenge
A recent post by colleague Richard Vanderveer, Ph.D., an expert and respected senior executive in healthcare-related research, took me to a somewhat disturbing article...
Loyalty Programs in the Real World: Are They Enhancing, or Undermining, Customer Behavior?
The classic objective of these initiatives is to leverage loyal behavior among the customer base, in and of themselves, and reduce the use or...
What’s Positive, Real-World, and Actionable In Customer Experience and Brand Research
This is a statement, and not a question. It is a partial response to Steven Walden's blog about what's wrong with quantitative marketing...
Addressing Customer Complaints: Truth – Or Consequences – Of Using Social Media To Help Protect Brand Equity and Customer...
A recent MarketingProfs article by Susan Marshall (http://www.marketingprofs.com/articles/2013/10347/five-complainer-customer-personas-and-the-role-of-social-media?adref=nlt032013#12634) did a nice job of bringing to light the serious issue of expressed and unexpressed complaints....
What Does Online Social Exposure Really Mean in Tangible Terms? Shouldn’t We Be Able to Answer the Question: ‘Where’s...
This must be the month to be informed about professional online achievements, real and otherwise. Last week, LinkedIn emailed me that my profile...
Are Corporate Customer Experience Intentions Overwhelmed By Senior Exec Risk Aversion And Other Roadblocks? Can That Be Changed?
In developing plans and executing processes for optimizing customer experiences, and the parallel goal of increasing customer loyalty behavior, we often see the admonition...
LinkedIn, CustomerThink and the Pursuit of Professional Growth
Recently, LinkedIn informed me that my profile is among the top 1%, of their 200 million members, for 2012: http://lnkd.in/tsXCtH . To me,...
Building Trust: It’s a Matter of Fairness, Confidence, Authenticity, Openness, Sincerity….and Exceeding ‘Moments of Truth’ Expectations
Billy Joel is one of my all-time favorite musical performers. In 1986, he recorded "A Matter of Trust", a great rock song in...
Correlation is Not Causation: Big Data Challenges and Related Truths That Will Impact Business Success in 2013
For years, social scientists and consultants have warned the corporate world about making too much of correlation analysis, the simple regression technique which shows...
…..And the Cable Customer Victimization Continues…..
Professionally speaking, I'm not a proponent of either Net Promoter Score (NPS) or Customer Effort Score (CES). Many are familiar with NPS, the...
Bonding Employees with Customers: Moving the Culture Beyond Engagement to Ambassadorship
In a recent 1to1 Media blog, author Tom Hoffman identified the need for employees to move beyond engagement, to a more connected state with...
Customer Complaints: The Valuable Gift of Getting the Whole Picture
Along with performance and loyalty metrics gathered through research, complaints are one of the best sources of customer data a supplier can have, yet...
Milton Waddams: Valuable Lessons From The World’s Most Alienated Employee and Customer
Does anybody (besides me) remember Milton Waddams, the disgruntled, slightly off-kilter employee from the amusing, now almost cult-like, 1999 movie, "Office Space"? Milton's...
Hispanic Consumer Power Rising! Marketers, Like Politicians, Must Now Pay Real Attention
Even when viewing the demographic results of the recent Presidential race from a neutral perspective, it's abundantly clear that Hispanic voters had much to...
Gathering and Leveraging Customer Decision Insights: A Look Into the Brand Impact, Product, Communication and CX Research Future
There are strong currents of change in the worlds of customer experience, advertising and communication, product performance, and brand positioning and behavior impact research...
Cultivating Behavior By Making an Emotional Connection With All Customers – Yes, Including B2B!!
Many of us who actively conduct research in, write about, and consult our clients on how to optimize drivers of customer advocacy behavior believe...
A Holiday Gift for All Marketers: Cheerful Rewards of an Advocacy-Based Customer Relationship
Customer loyalty, in and of itself, principally focuses on retaining customers, and 'barriers to exit' in the macro sense. In...