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.
When B2B and B2C Key Performance Metrics Flatline….
This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES,...
Do You Wonder Why ‘Big Data’ Gets So Much Attention? Going Forward, Will That Continue?
Though multiple streams and sources of product and customer information have been with us for some time, ‘Big Data’ gets a tremendous amount of...
Notes on Successfully Moving to Customer-Centricity (from Customers Inside, Customers Outside)
Many companies are actively product-centric. They believe that strategic advantage is based on the product and the expertise behind the product. The organizational structure...
Holacracy at Zappos: If There Is No Room for VOC….Is Legendary Customer Loyalty At Risk?
Zappos has initiated its well-publicized transition to a controversial - some might even say radical - 'self-governing' organizational model: holacracy. In...
The Most Interesting Beer (Consumer) in the World: How Dos Equis Built Its Powerhouse Brand
Dos Equis marketers have succeeded in breaking their brand out of the crowded beer pack through focused investigation, creativity and diligence. A recent...
The New ZOMM (Zappos Organizational Management Model)
What Might It Mean for Their Employees? What Might It Mean for Their Customers? Actually, the organizational management model recently announced by Zappos should more...
Mind the (Reality) Gap: Brand vs. Reputation vs. Consumer-Perceived Authenticity
As we enter 2014, it's useful to both look back at what was learned in the past year and project what trends will emerge...
Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!
Without fear of (much) argument, it's a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer...
Santa and his reindeer: Practicing enterprise customer-centricity…
...and employee ambassadorship, demonstrated, at this time of year, through the harmony and spirit of the Season: http://gpsinformation.info/main/merryxmas.swf About six years ago, Valeria Maltoni,...
The Perils of Personal Services SMBs: Beware the Angry Wacko Customer!!!
For those who watch reality television shows like "Hardcore Pawn" and "Say Yes To The Dress", it has become an everyday fact of life...
Elves Rule!: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It
Santa Claus gets much of the credit for creating our Yule cheer and happiness; but, isn't it really the elves who are most responsible?...
Let’s Get Current (And Serious) About The Powerful Financial Rewards of ‘Being Human’
This is an addendum, representing profound new corporate performance results, from my earlier post on the trend, now approaching 'buzzconcept' model status, of enterprises...
Is ‘Being Human’ With Customers A New Concept? And, Does It Create Emotional, Experiential, Social and Financial Value?
More than just a buzzword, 'being human', especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The 'human' factor, in...
Is Trust Really an Emotion? Yes
Considered in classic psychological terms, trust is viewed as somewhat more a 'feeder', or building block, of emotion. We typically see emotions (as...
Employee Loyalty + Engagement + Ambassadorship = Customer Loyalty: The Winning Equation
From many perspectives, employee loyalty and ambassadorship, irrespective of function and level, are crucial elements in any customer loyalty, CRM or CEM program; and,...
Trusted and Respected U.S. Companies – Such As Starbucks, Apple, Coca-Cola, and Google – Are Not Globally Trusted and...
Some leading, high profile U.S. companies have major reputation and image exposure outside of the U.S. Apple, Google, and Starbucks have all come...
A Customer-Centric Victory and Success Story….in the Embattled Healthcare Industry. What Does This Mean for All Organizations?
Because of runaway costs and implications for society, healthcare management and healthcare reform has received a great deal of attention over the past few...
Defining the link between Employee Engagement and Employee Ambassadorship
Our recent 'Employee Ambassadorship Webinar' which took place on Tuesday October, 8th 2013, was a great success and extremely well-attended! During the event we...
Can Employee Ambassadorship Create the Same Results As Optimizing Customer Experience?
In an extremely well-attended employee ambassadorship and customer experience optimization webinar recently facilitated by my colleague, Colin Shaw, CEO of Beyond Philosophy, and me...
More About the Zappos Service Apology Story: Escalating the Rhetoric/Escalating the Relationship/Escalating Total Customer Value
Ms X, a VIP customer of Zappos, seems to have fallen into data management cracks in their ordering system. She, apparently, was never...