Michael Lowenstein

Social Media: Consider the Impact of Both Offline and Online Communication in Creating Customer...

Over the past few years, so much has changed about the way companies sell to, communicate with, market to, and maintain relations with their...

If You Can’t Get No Satisfaction, Trade Ratings for Truly Understanding Behavior

More than 40 years ago, Mick Jagger and Keith Richards wrote I Can't Get No Satisfaction. Although the song was meant to be anti...

Optimizing Customer Experience: How One Auto Dealer Group Builds Trust and Commitment

It will not suffice to have customers that are merely satisfied. An unhappy customer will switch. Unfortunately, a satisfied customer may also switch, on...

Inside-Out Advocacy: Link Employee Attitudes and Actions to Customer Loyalty Behavior

How much influence do your employees have on customer value perceptions and loyalty behavior through their day-to-day interactions? At Royal Bank of Canada, agents...

Make Both an Emotional and Rational Appeal to Your Customers: Inside-Out and Outside-In Commitment...

In 2006, American Express became the first company to take on musician and activist Bono's challenge to help the international fight against AIDS, tuberculosis...

Employee Ambassadors: Employee Attitudes, Beliefs and Actions Affect Customer Loyalty

During his 50-year film career, John Wayne made more than 170 movies. Arguably, one of the worst was The Barbarian and the Geisha, released...

Data, Data Everywhere … The Key Is Doing Something With It

Bill Gates, often a prophet, said in Business @ The Speed of Thought (Warner Books, 1999): The best way to put distance between you and...

Maslow’s Theory Applies Today: Nurture Advocacy by “Tree” Rings Around Touch-Points

If you've ever taken a marketing course, or been exposed to marketing literature, you're probably familiar with Abraham Maslow. In the late 1960s, it...

Don’t Rush to Rely on the Magic “One Number” Loyalty Score

The philosopher's stone, in Latin philosophi lapis, is a legendary substance that supposedly could turn inexpensive metals such as lead into gold and/or create an...

Cook Up Customer Advocacy the Way You Would a Lasagna, in Layers

The objective of any supplier is to create a value-based longitudinal relationship with customers, such that the customer will give a high share of...

Faces in the Mirror: Employees Think They Know What Customers Value

Some may remember an episode of '90s sitcom Murphy Brown, in which Candace Bergen, as Murphy, is viewing a focus group about her news...

Word of Mouth Is a Powerful Vehicle for Making Advocates–and Enemies

Today, responding to the new complexities and realities of customer decision-making, marketers are zeroing-in on finding methods of creating engagement, trust, commitment and advocacy...

The Trust Equation: Build Employee Relationship Credibility, Rapport and Integrity To Leverage Customer Advocacy

The dictionary defines "trust" as "assured reliance on another's integrity, veracity and justice." "Sincere," a related word, means "pure, real, honest and free of...

Cowboys and Saloons. Chickens and Eggs. Customers or Employees. Which Came First?

Which came first, cowboys or saloons? Chickens or eggs? While these important questions may never resolved, the role of employees in leveraging customer loyalty...

Gain Insight Into How Your Customers Think: An Interview With Michael Lowenstein

Every manager understands that having a single integrated view of the customer across the enterprise is a laudable goal, but, according to guru Michael...

Letting in the Sunshine: Companies Increasingly Look to Their Customers To Grow the Business

I recently wrote about how LEGO Group had incorporated customer input directly into the enterprise, utilizing both kids and adults as conduits of information...

LEGO Products Aren’t Just Toys, They’re an Example of How To Really Put Customers...

As customer relationship trends go, there is something of a "back to the future" feel about receiving direct input and guidance from customers. This...

“Customer First” Teams Can Help Companies Succeed

In the late 1960s and early '70s, Xerox Corp.'s Palo Alto, California, research and development labs created embryonic versions of what would become the...

CDI: Can Marketers Dance to the Customer’s Tune?

Over the last few years, marketers have been wondering what CRM is really all about; and they have invested billions of dollars trying to...

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