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.
Many b2b and b2c companies offer undistinguished, commoditized, vanilla experiences or customers. These are almost guaranteed not to be memorable, not to be...
"Word-of-mouth and evangelism are gifts that customers give you, but you must first earn them, for money doesn't buy goodwill." - Ben...
Today, marketers must be aware that customers are so inundated and overwhelmed with messages, impressions and the availability of product and service information that...
Businesses, hoping to capitalize on the explosive, potential power of word-of-mouth in their marketing programs, have come to something of an epiphany. The...
In 'Science and the Common Understanding', written in 1953, noted theoretical physicist and 'father of the atomic bomb' J. Robert Oppenheimer prophesized: "The open society,...
At the end of the day, we support concepts articulated by Rory Sutherland of Ogilvy Group and word-of-mouth marketing consultant, Andy Sernovitz. Namely,...
Many have come to believe that classic print and electronic "advertising" of yesteryear is dying or, at best, probably on life support. Much...
Good advertising does not just circulate information. It penetrates the public mind with desires and belief. - Leo Burnett, advertising industry pioneer The entire concept,…
It seems that there's a model, or a framework, for just about everything in business these days. Organizations and management have been guided...
Having previously presented the research concept and foundations of customer advocacy, applications as a business health and performance metric, and how it compares to...
It has always impressed me that, even as companies focus more on customer risk and stabilization, they aren't paying more attention to the impact...
Every year, the average company loses 20 to 40 percent of its customers; and, for on-line companies the rate of customer churn can be...
A Little Background on Customer Behavior Research Frameworks and Models It seems that there's a model, or a framework, for just about everything that takes...
As anyone who has ever lost money at a carnival or street game of chance will tell you, the essence of the dealer's 'magic'...
Because of my long-time strong interest in employee contribution to customer behavior, several years ago (before joining Market Probe), I developed and conducted research...
How can companies keep a consistent customer focus and optimize economic performance, which, after all, is the goal of customer centricity? Is it...
I recommend to all an excellent podcast with my colleague, Professor Peter Fader of The Wharton School, facilitated by Denise Lee Yohn: http://www.linkedin.com/share?viewLink=&sid=s977482175&url=http%3A%2F%2Ft%2Eco%2F4DDOixmO&urlhash=7Kd3&uid=5587948256073093120&trk=NUS_UNIU_SHARE-lnk...
Loyalty, or reward, programs classically have two basic intentions and objectives. One is to be an important method of generating customer profile data...
Today, Bob Thompson commented on Maz Iqbal's February 3rd blog, where Maz expounded on his personal reaction to Apple's acceptance of terrible working conditions...
It has pretty much become conventional wisdom that customer experience, particularly in transactional and service situations, is critical to leveraging downstream behavior. The Peppers...
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