Michael Lowenstein

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group)...

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 huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay,...

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 and applied by companies, it's clear that the vast majority of them are about as superficial and challenged to provide...

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 the world when the first movie in the series was introduced almost 40 years ago. Here is the way...

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 also had some valuable methodological, operational and cultural nuggets to offer. The post, “11 Unconventional Ways to Improve Your...

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 and behavior. Why? Well, researchers are (mostly) logical, and the cognitive and rational certainly looks logical – –...

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 customer experience program. They believe that, without requisite employee loyalty, plus alignment with goals and productivity, the chances of...

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 “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right...

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). Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty,...

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 that we can all celebrate. For example, by month: January 21st is National Hug Day February 22nd is Thinking Day March 21st...

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 two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection...

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 banks, it's a matter of conceiving and delivering high perceived value, convenience (and memorability), offered in human terms. That's...

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 behavior, it was found that processes and customer interaction had to take service employees well beyond the...

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, is “One Froggy Evening”, created over 60 years ago. The plot centers around a mysterious amphibian, one Michigan J. Frog,...

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 key stakeholders, financially and otherwise, there must first be full realization of what...

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; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value...

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 contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols....

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, Why Good Employees Quit, listed nine reasons why employees leave their jobs: 1. They are overworked, i.e. pushed to contribute beyond…

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 of each word because the pervasiveness of digital transformation has all the feel of Big Data a...

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 switch back our cable service (from Verizon). We dropped Comcast three years ago, which the representative knew. What he...

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