Michael Lowenstein

The Employee Experience Maturity Path:  How Does Improved EX Impact Customer Behavior?

Sacagawea, a knowledgeable young Shoshone woman, successfully guided Lewis & Clark through the Louisiana Purchase territory, all the way to the Pacific Ocean. Tenzing Norgay, a Sherpa, whose backyard was the Himalayas, successfully guided Edmund Hillary on the first successful ascent of Mount Everest.  Ports...

Q: What’s Most Critical To Creating Positive Business Outcomes Today? A: ...

Several years ago, in worldwide customer service experience research conducted for a major high-tech organization, to drive stronger downstream customer behavior, it was found that processes had to take service employees well beyond the basics of knowledge, efficiency, and friendliness. Consistently, and irrespective of...

Engagement-Based EX And CX Programs Vs. Commitment-Based EX And CX Programs: What Are...

Until now, EX life cycle sets of solutions have principally centered on employee engagement-based initiatives. According to many studies on employee retention, an organization with a high rate of engaged employees can see churn reduced by 25% to 60%. That said, it's...

Employee Engagement: Does The Defense’s Case Still Hold Water?

In concepts, and things in general, words and tags that represent profound differences matter - often a great deal. As emphatically stated by a witness for the defense in "My Cousin Vinny", a 1964 Buick Skylark could never be confused with a 1963...

What Causes Employee Turnover? How Does Today’s Unprecedented Employee Churn Impact Customers Tomorrow?

A recent quote from a business journal article about employee behavior - "The Great Resignation wasn’t created by the pandemic so much as supersized by it. The unwillingness of workers to rush back into cubicles, behind counters, onto assembly lines, and behind the wheel...

The Key Post-Pandemic EX Holy Grail For All Companies: We’re Now In The Era...

Today’s demanding and continuously changing customer value environment, made even more demanding by lasting effects of the Covid-19 pandemic, and the accompanying employee YOLO and high resignation landscape, requires marketing leaders to understand the links between and drivers behind customer behavior and employee attitude...

The Impact of YOLO on Employee and Customer Experience

YOLO (You Only Live Once) as a societal force has been a part of the culture, and also a part of the customer and employee experience landscapes, for close to two decades.  The idea, though, has been around for much longer - in Clavigo, a...

What If Yoda Were The Human Resources Leadership Trainer At Your Company?

Rogue One, Star Wars prequel released a few years ago, received a good deal of attention – especially for bringing back a lot of what attracted people around the world when the first movie in the series was introduced. Here is the way the...

In EX, Quo Vadis? Translated From Latin: Where Are We Going With...

Several years ago, in worldwide customer service experience research conducted for a major high-tech devices client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness....

Do Companies Recognize The High CX Value Of Employee Advocates? Shouldn’t They Want...

That’s my belief. And, because of dramatic, behavior-shaping trends in the world of talent and skills availability, significant and lasting disruptions in the way people work, and the greater independence of today's employees, I’m convinced they should both recognize and cultivate it. Employees are...

Diagnosing And Improving Employee Connection To Company Culture

Why Is There An Urgent Need For Companies To Do This Now? Covid-influenced working conditions have contributed to employee disconnection, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. Employee disconnection and discontinuity also have...

Potentially, How Will The Future Of Work And ‘The Great Resignation’ Impact Customer Experience?

What makes this question so profound, and so pivotal, in both employee experience and customer experience optimization today is that every aspect of value delivery is at play. Further, it should be understood that all stakeholders are keenly aware of when humanity and purpose...

It’s Time To Recognize The Impact And Value Of Employee Behavior: Making EX...

By EX, of course, we mean employee experience. Customer experience improvement (XI) and optimization have, for some time, been the stated goal of many enterprises around the world. Where the role of employees in helping meet that goal is concerned, however, there has been a...

Employee Advocates: Their Role As Committed Company Assets, Active Communicators, And Key Contributors...

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn't equate to loyalty behavior, if you believe that “a satisfied employee IS an engaged employee”, it’s likely that you can’t articulate a...

Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. Grant interviewed me for his blog site (http://www.matthewtgrant.com) and...

Stakeholders At The Emotional Crossroads: Stay Or Go?

Building on his 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 over worked, i.e. pushed to contribute beyond…

What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their...

A Wall Street Journal ‘At Work’ column from a couple of years ago led with this sentence: “U.S. employers have a trust problem.” According to a report on work and employee well-being research conducted by the American Psychological Association: • Only about half of...

We’re In The Age Of Customer Divisibility: Why It Is More Productive And...

While a few smart, innovative companies around the world are making dramatic strides in building customer value, keeping desired customers, and generating lots of money and profits, CX seems to be pretty much treading water, both as a concept and in applications for enhancing...

Digital Transformation Isn’t “Either/Or”. In Reality, It’s “And”.

In the push for greater and greater technology in customer experience, it's easy to get sidetracked by the hype that digital transformation has to be an “either/or,” full-on and dive-in absolute for organizations rather than an “and” additive evolution. The notion of “either/or” is...

Surviving And Thriving In The Next Normal: What Stakeholder Value-Focused Companies Should Consider...

The pandemic has forced many companies to re-define how stakeholder value is created and delivered. Some of this redefinition is about factors such as culture and processes. Much of it involves deployment and application of resources - time, money, people, facilities, and...

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