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.
Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee...
Beyond The Horizon: 6 Ways Retailers Will Have To Prepare For The 2020 Customer Experience
In 2011, Ron Johnson was brought in to run J. C. Penney, having previously led Apple Stores to great retail success. One of...
4.5 Rules for Creatively Firing Unwanted Customers
Some years ago, Sprint's public decision to cut loose 1,000 subscribers who made frequent calls to customer service was met with stromg negativity from...
Is United Airlines (Truly) Sorry? If So, What’s Next? Here’s A List of 4.5 Potential Actions.
Oscar Munoz, United’s CEO, has identified “shame” and being disturbed as his reaction to the wrenching cellphone video of Dr. David Dao being manhandled...
Of What Lasting Value Is A Beautifully-Designed Building If It Is Poorly Constructed?
The title is a lengthy, but appropriate, way of saying that the best, most innovative CX programs and processes will fall short of objectives...
And, In This Corner……….
In working with clients around the world on a broad array of CX projects, I’m often left with the impression that enterprises, rather than...
The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?
Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed,...
Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important
For some time, it has been understood that, when purchasing a product or service, consumers are essentially...
Leveraging Informal Communication to Drive Customer Loyalty Behavior
Neural, informal communication on behalf of a preferred brand or vendor can have significant, far-reaching impact. If the communication behavior is positive, the...
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...
Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV),...
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 Strategy…..or Both?
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 and Kairos
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...