Michael Lowenstein

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: ...

It Takes Teamwork: Customer Experience Management and the Little Red Hen

Think back, if you will, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen....

MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities

Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs....

Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain)...

The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994...

Accueil: Where and How Does Humanity Impact Customer Experience?

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value...

Are Popular Customer Experience Metrics Just “Immature”, Or Do They Have Bigger Challenges?

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled...

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage - and how most...

How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this...

You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior

My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers,...

Comparing Perceived Value Drivers For Employees and Customers

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

The Reverse of Advocacy: Impacts of Customer Alienation and Sabotage

Daiji wa shoji kara: “Serious disasters come from small causes” Feudal Japanese proverb The polar opposite of Advocates are...

Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully...

“If You Were The Only Girl In The World”: Being Real With The...

This sweet old song, "If You Were The Only Girl In The World", with words by Clifford Grey and music by Nat Ayer, and...

What Really Influences Stakeholder Behavior? Well, “Take Nothing On Its Looks…”

One of my all-time favorite quotes has to do with proof. It's from Dickens' wonderful book, Great Expectations. In the part of...

What Drives Customer-Related Employee Behavior? New Research Identifies Hidden Factors

Companies are fond of saying that employees are their most powerful resource, and in many ways - especially their influence on customer loyalty -...

Are Your Customer Experience KPIs Really “Key”? Do They Include the Impact of...

There was a recent line of discussion – “What is the optimal number of KPIs?” – in the CMO Network...

Definitive Worldwide Proof: Customer-Centricity Monetizes!

Over the years a great deal of material has been compiled about the financial performance of purpose-driven companies obsessed with delivering optimum customer experience...

Scandal, Crisis, and Passivity: What Are The Archaic Approaches Volkswagen Is Using To...

The days of Herbie, the VW Love Bug, are long gone; and, since mid-September of last year, so is much of the positive image...

Creeping Meatballism at Work: How BofA Dismantled MBNA’s Customer-Centric Culture

Those of us who fondly remember satirist and radio personality Jean Shepherd tend to think of him at this time of year because he...

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video:...

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long...

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