Michael Lowenstein

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...

What Can ‘Customer First’ Teams Do For CX And EX?

In the late 1960's and early 1970's, Xerox Corporation's Palo Alto research and development labs in California created embryonic versions of what would become the personal computer. They even developed a working model of the Internet. However, Xerox didn't capitalize on the opportunity this represented....

The Never-Ending Quest For Customer Value

Our family is in the process of getting ready to move to a new home. One of my key assignments is de-cluttering our current abode. As part of this, every day I’m required by my wife to prepare and toss a...

Successfully and Strategically Linking CX And EX: The ‘People First’ Experience At Ultimate...

One company which has functioned with a people-first approach from its inception is Ultimate Software, an organization with which we have been able to develop a close working relationship. As stated on the ‘Our Mission’ page of Ultimate Software’s web site: “Simply...

Like Customers, Employees Have Essential Personas Too! Here Are Action-Based Tools For How...

One of the core elements of CX, articulated by Clayton Christensen as Jobs To Be Done, or JTBD, is PERSONA. JTBD can be either functional or emotional - - or often both. In human-centric terms, and just as with customers in CX,...

How To Design (And Act On) Real-World Employee Surveys

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and...

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that...

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really...

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as "the most effective way to meet customers' changing needs." The article's author, though, quoted a study his company had conducted, saying that...

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? ...

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience...

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep...

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight...

Is Your Company Surveying Employees For Their Commitment To Customers and CX?

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result,...

CX Initiatives: What if Employees Are Not On Board?

One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management's myopic need for process execution for its own sake, not the enrichment or...

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016 earnings shortfall, plummeting stock price, and a rather negative sales outlook for 2017 (first quarter EPS was 6% lower than...

How Stakeholder-Centric and Value Delivery-Focused Is Your Company?

In a theme that was articulated in the 2007 book, Firms of Endearment. authors Jagdish Sheth, Raj Sisodia and David Wolfe called stakeholder-centric and value-focused organizations "humanistic" companies, i.e. those which seek to maximize their value delivery to each group of stakeholders, not just...

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 IS an engaged employee.” It’s likely that you can’t articulate a distinction. A satisfied employee can pretty much be described as...

Beyond The Horizon: 6 Ways Retailers Will Have To Prepare For The 2020...

In 2011, Ron Johnson was brought in to run J. C. Penney, having previously led Apple Stores to great retail success. One of his first, and (as it quickly turned out) most damaging, actions to resurrect the Penney brand name was to institute...

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