Michael Lowenstein

Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement,...

In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several...

A Quick Primer for Getting to Optimized Employee Commitment in 2017

Having reviewed literally hundreds of traditional employee satisfaction and engagement surveys over the years, and also carefully studying how the results have been interpreted...

If Yoda Trained the Chief Customer Officer……

Rogue One, the recently released Star Wars prequel, is getting a lot of attention –especially for bringing back a lot what attracted people around...

Optimizing CX: Tips, Tricks, and (Outmoded) Metrics or Stakeholder-Centric Design, Execution, Culture, and...

Just read a blog, written by the head of a small company in Slovakia, that kind of set my teeth on edge, but which...

Customers and Employees, and The Emotional Drivers They Share As Stakeholders

Over the past thirty years, much of customer and employee research has focused almost entirely on the cognitive, rational, and functional elements of decision-making...

Does Employee Loyalty = Customer Loyalty? And, Did It Ever?

Many HR and corporate leaders consider employee loyalty (often conflated with employee satisfaction and engagement) a crucial element in any customer loyalty or...

For Employees to Deliver CX Excellence, Ancient Greeks Had Words For It: Chronos...

First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or...

Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers)....

Why Do We Need A Customer Experience Day?

My birthday is coming up. It’s a special day in my life. Makes me think about other special days during the year...

How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or...

What’s The Real Marketing Significance of Getting An ATM Card On-the-Spot?

The answer is simple. In the otherwise bland and pedestrian world of customer experiences that defines the vast majority of national and regional...

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer ...

Michigan J. Frog and Parables of Customer Disappointment

Perhaps I'm channeling the inner ukulele player in me, but my all-time favorite cartoon, often considered to be the “Citizen Kane” of its kind,...

4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work

For any offline or online social word-of-mouth initiative to be impactful with...

The Preoccupation With Pre-Customers

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal;...

Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my...

Key Stakeholder Decision Crossroad: Stay or Go?

Building on his long-time mantra of “People work for people – they do not work for businesses”, management consultant Donn Carr’s recent LinkedIn post,...

Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees

Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter ...

Comcast Goes Sales Bottom-Fishing, Door-to-Door, Trying To Win Back Ex-Customers

Last Friday, a sales representative from Comcast came to our door, offering a 40% discount (he hand-wrote 40% OFF! on his business card) to...

When Positive and Negative Customer Experiences Hit Home

A recent blog post by Denyse Drummond-Dunn offered an enterprise-level cultural concept that everyone involved in one-to-one customer experience management should get behind: ...

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