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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.

My Curated And Recommended Reference List For EX, CX, Enterprise Culture, And Brand-Building Practitioners

For those not familiar with my work, I'm an active author, consultant, researcher and trainer in CX and EX (and also a member of...

How Well Does Your Company Gather and Leverage Qualitative Employee and Customer Insight?

To Begin: The Rationale for In-depth Generation of Stakeholder Personas With today's preoccupation with ChatGPT, and all things AI/digital and sophisticated text analytics and data...

What Is The Linchpin Formula For Optimizing Stakeholder Experience And Value?   Part One

In his 2011 Book, Linchpins, Seth Godin laid out what is essentially an experience improvement formula, or templated recipe, whose five ingredients are culture and purpose,...

Today, How Does Informal Peer-To-Peer (Influencer) Communication Influence Brand Advocacy? 

Twenty years ago, in their seminal, powerful book The Influentials, authors Ed Keller and John Berry stated:  "One American in ten tells the other...

What Is Often The Most Effective Customer Winback Strategy? You Might Be Surprised.

As has been understood for decades, every year, the average b2b and b2c company loses 20 to 40 percent of its customers. Today,...

It’s 2023.  What Will Leading Companies Be Doing To Optimize The Connective Linchpin Value Of Brand, Customer, And Employee...

I've been catching up on my advocacy behavior reading, as always looking to better understand how exemplary performers execute at the intersection where brand,...

Winning From the Inside and Outside: Why It’s Critical for Companies to Link Customer and Employee Behavior

Achieving best practices in customer value delivery, and reaping the rewards of positive customer marketplace behavior, means that everything organizations do with respect to...

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,...

Q: What’s Most Critical To Creating Positive Business Outcomes Today? A: Emotionally Connecting Customer Experience And...

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...

Engagement-Based EX And CX Programs Vs. Commitment-Based EX And CX Programs: What Are The Differences For Organizations, Their...

Until now, EX life cycle sets of solutions have principally centered on employee engagement-based initiatives. According to many studies on employee retention, an...

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...

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...

The Key Post-Pandemic EX Holy Grail For All Companies: We’re Now In The Era Of Required Employee Commitment And...

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...

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...

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...

In EX, Quo Vadis? Translated From Latin: Where Are We Going With Employee Experience Improvement?

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...

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

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...

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,...

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...

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

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...

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