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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.

How Zappos Apologizes: Using ‘Bad News’ To Improve the Relationship, Plus Creatively and Proactively Increase Customer Value

Every now and again, an example of genuine customer-centric culture, strategy and tactical execution pops up. Here is a recent one that caught...

Segmentation By Consumer (or Employee) Attitudes Is Yesterday’s News – And Potentially Dangerous For Organizations

For years, b2b and b2c marketers have relied on attitudinal segmentation research to help them group their current customer base, and potential customers as...

‘At-Risk’ Customers: Do You Have a System for Identifying and Stabilizing Them?

About a decade ago, my consulting colleague Jill Griffin and I identified seven distinct customer life stages for our 2001 book, "Customer WinBack." These...

The Power to Influence Consumer Decisions: Important New Offline and Online Word-of-Mouth Impact Research Findings

According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the...

Employee Retention, Engagement, and Ambassadorship Go Hand-in-Hand-in-Hand At Successful Companies

Nearly all companies are concerned about employee turnover; and, with the worldwide economy in recovery, it has become a priority. In some industries –...

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For...

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long...

Now Intersecting: Corporate Customer-Centricity, The Explosion of Marketing Channels and Message Fragmentation, Big Data, and The Role of The...

My colleague Heather Fletcher, who is the Senior Editor of Target Marketing magazine, has been writing a series of articles, addressing the aspects of...

Marketers Seem Smitten With Online Social Media’s Reach and Power, But Real Brand Influence Comes (Principally) From Offline Word-of-Mouth

In this time of X Box, Wii, HD, PDAs, iPads and sophisticated cell phones, the Internet is the acknowledged great, central enabler of social...

Back to the Future: The New Realities of Successful Direct Marketing, Forecast Five Decades Ago

One of my business heroes is direct marketing pioneer, adman Les Wunderman. In the late 1960's, speaking about the future of interactive media,...

Dunking Oreos in the Dark: Creative and (Potentially) Powerful Application of Omni-Channel and Real-Time Customer Marketing Concepts

First, why are Omni-Channel Marketing and Real-Time Marketing such important relationship, business, and overall value-building concepts in the agenda of each enterprise today? ...

“If You Don’t Know Where You’re Going [With Customers], Any Road Will Get You There”, Wisely Said the Cheshire...

In paraphrasing Lewis Carroll's famous conversation between Alice and the Cheshire Cat in "Alice's Adventures in Wonderland", what I'm principally doing is calling out...

Emerging Chinks and Dents in the Universal Application and Institutionalization Armor of Popular Performance Metrics

This must, somehow, be the season for looking at the real and granular actionability associated with marketing, brand, experience, and communication performance metrics. ...

Seduced and Abandoned Customers

Earlier this month, my colleague Colin Shaw wrote an excellent, insightful blog about the actual customer value that is, or isn't, inherent in loyalty...

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

In the past decade, we've seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined...

Experience-Based, Informal Word-of-Mouth and Brand-Bonding Puts Consumers in the Marketing Driver’s Seat

Today, we are witnessing customer-driven marketing through empowerment and self-management; and many companies have found themselves in the back-seat of the new customer-supplier relationships....

The Behavioral Impact of Trust: Peppers and Rogers on Trustable Companies, via Charles H. Green

In my recent blog discussing the importance and leveraging value of trust, between individual stakeholders, between stakeholder groups within organizations, and between enterprises and...

In Praise of Trust-Building….

I'm borrowing from that well-known contemporary philosopher, Gordon Gekko, who, if he were thinking in a less cynical and more customer-centric way, might have...

It’s Time To Get (Really) Serious About Performance Metrics: What (Really) Works and What (Really) Has Actionability Challenges…

The recently published 2013 Honomichl Top 50 Report, chronicling business performance of major, U.S.-based marketing/advertising/public opinion research firms, shows an overall decline. Taking...

Two Decades of Customer-Centricity ‘Wisdom’: Executive Summary

When it comes to written content about the subject of organizational customer-centricity, its culture and marketing applications, I'm an admitted 'active saver' (not a...

The High Cost of Low Quality Customer Data – Or – Why Does My Wife (Still) Get (So Many)...

First off, let me admit something: in my household, we do our share of direct response shopping, via Internet and...

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