Michael Lowenstein
Michael Lowenstein, PhD CMC
Michael Lowenstein, PhD CMC, has extensive background in customer and employee experience research, CX and EX strategy consulting, and brand, customer, and employee advocacy behavior research, consulting, and training. Special expertise in EX-CX linkage/integration, connections to brand equity and enterprise culture. He has presented at conferences around the world, and authored seven stakeholder-centric strategy books and 500+ articles, white papers and blogs. In 2018, he was named to the CustomerThink Hall of Fame.
Pay Attention To The Writing On The Wall
We can all pretty much agree that these are troubling and challenging times for many. Threats of high inflation and rising prices, civility...
Advocacy And Ambassadorship: Connecting the Dots Between Employee Attitudes, Emotions, and Actions, Brand Perception, and Customer Behavior
The Roots Of Employee Advocacy Regarding how, why and when employees become advocates and ambassadors for a company, human capital research, such the 2015 Spherion Emerging Workforce...
If EX-CX Linkage And Integration Is Now A Priority For McDonald’s…..Isn’t That Directional For Your Company?
In a recent LinkedIn post, Tiffanie Boyd, Global Chief People Officer at McDonald's stated: "At McDonald’s, we’ve built our people strategy on a simple but powerful...
Major XI Industry Challenge: The Confusion, Mistrust And Disappointment Over Metrics
Over the past 20 years, a veritable Greek chorus of colleagues (and I) have commented, reported, or both, regarding accuracy and reliability of actively...
For All Companies, What Is The Essential Importance And Value Of Customer/Employee Linkage And Integration?
In his classic 2006 book, The Fifth Discipline, Peter Senge identified a future where progressive learning organizations would produce skilled, value producing knowledge workers....
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...