Michael Lowenstein

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...

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,...

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