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.
The Challenges of Addressing the Right Customer Needs and Solving the Right Customer Problems: Three Examples and Three...
One of the major repetitive findings of organizational effectiveness studies is the inability to have, or sustain, a single view of the customer across...
Chasing an Elusive Trust Rabbit: Target’s Problems in Canada
To say that retailing giant Target has had challenges in its foray into Canada markets, all of which have undermined consumer trust, is, if...
Where Is Gamification Going? Some ‘New Rules’; Or, Stated Another Way….
…just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences...
How Customer-Centricity Creates Bonding…and Rejection and Anger: Yes, Boys and Girls, Culture Matters!!!!
If nothing else, Comcast is adept at being visible, sort of like a narcissistic child drawing attention to itself through negative, outside the dots...
Avoiding the One-Night Stand: Targeting Customers Who Will Stay With You
Stating that all customers are not created equal is hardly an oversimplification. But, just like the pigs in Orwell’s classic book, Animal Farm,...
The Gift Box: A Customer Loyalty Behavior Dilemma Parable
A close female acquaintance of ours has been going to the same neighborhood mani-pedi nail salon, and the same technician at that salon, for...
If Service Is Really So Bad, Why Aren’t Customer Complaints More Effective, and Where Is Customer Service Trending?
Although the technology for relating to customers, and providing personalized support, has significantly increased over the past few years, customer service, especially online, continues...
The Loyalty Power of A Well-Designed, Well-Maintained Customer Information System
Francis Bacon said that knowledge is power. Nowhere is that saying more true than in compiling and applying customer information. An effective,...
Business-to-Business Customer Advocacy: Is It A Real Possibility Or A Real Oxymoron?
A press contact, working on a client assignment, recently approached me with a fairly conventional statement and question: There’s a focus on low pricing...
How an Already Damaged Reputation Got Worse and Worse: Updated Consequences of British Petroleum’s Corporate Mindset and the...
We’ve all witnessed how impaired corporate or brand image can undermine both consumer trust and financial performance. Apple has taken some hits because of...
What Is The Future Role of Consumer Trust?
Most would agree that trust is critical to establishing, building, and sustaining positive and value-based customer relationships. It is the connective tissue that...
Bring Your Kids!! Bring Your Pets!! How Metro Bank (U.K.) and Republic Bank (U.S.) Win Hearts and...
What do you say about a bank where two of its three core values are “Amaze and Delight Every Customer” and “Exceed Customer Expectations….Every...
If You Build A Loyalty Program, Will Customers Come? If They Come, Will They Stay…And Will You...
Most loyalty programs require that customers take action each time they make a transaction or engage with your brand. That, inevitably, creates a...
Feelings and Emotional Underpinnings: What Are Their Real Implications in the B2B and B2C Customer Experience Journey?
Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and...
This Can’t Be Good For Rebuilding Trust: More Bad News for General Motors, and The Business Press Weighs...
Today (May 20th), General Motors announced the recall of an additional 2+ million vehicles, bringing its 2014 total to 15 million…..and counting: “General Motors said...
Oh, the Shame!! What Will GM Do About Its Disgraceful and Image-Damaging World Record?
If Guinness had a category for creating the world-record lowest level of customer trust in its industry, General Motors would leave all other vehicle...
A Real-Life “Doing The Right Thing” Customer Service Experience Recovery Story
I’m not a big fan of health clubs (except for playing pickleball, a recent passion), and, because it’s important to me to stay fit,...
What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their Employer?
A recent Wall Street Journal ‘At Work’ column led with this sentence: “U.S. employers have a trust problem.” According to a newly-released report on...
Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue
Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. ...
McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!
A recent Forbes article by McKinsey (“Making Loyalty Pay: Six Lessons From The Innovators”), showed that, based on the consulting organization’s recent study,...