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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.

Creating Advocacy and Building Relationships Throughout the Customer Journey: Branding the Experience

Many b2b and b2c companies offer undistinguished, commoditized, vanilla experiences or customers. These are almost guaranteed not to be memorable, not to be...

Hits and Misses: Addressing Challenges of Blending Informal WOM Into the Overall Communication Program

"Word-of-mouth and evangelism are gifts that customers give you, but you must first earn them, for money doesn't buy goodwill." - Ben...

The New, Real-World Emotional Dynamics of Brand and Customer Decision-Making Behavior

Today, marketers must be aware that customers are so inundated and overwhelmed with messages, impressions and the availability of product and service information that...

Why Customer Loyalty Matters (And It Absolutely Does!), But Is Often Not Enough

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...

After Thousands of Years, Are We There Yet?: The Effect of Trust, and Offline/Online Social Media Influence, on Relationships

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,...

Hyperdrive Customer Influence: Artfully Dovetailing Advertising with Social Media

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,...

Effective Advertising vs. Social Word of Mouth, Part 2: Influencers vs. Advocates

Many have come to believe that classic print and electronic "advertising" of yesteryear is dying or, at best, probably on life support. Much...

Advertising vs. Social Word-of Mouth and Advocacy Behavior, Part 1: The Trends

Good advertising does not just circulate information. It penetrates the public mind with desires and belief. - Leo Burnett, advertising industry pioneer The entire concept,…

Customer Loyalty Behavior Modeling: What Works in the Real World, What Doesn’t, and Why

It seems that there's a model, or a framework, for just about everything in business these days. Organizations and management have been guided...

Monetary Linkage Between Customer Experience, Loyalty Initiatives, and Advocacy Behavior

Having previously presented the research concept and foundations of customer advocacy, applications as a business health and performance metric, and how it compares to...

What Happens When Companies Lose Customers?

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...

Defected Customers: The Consequences of Neglecting Them, and Financial Opportunities of Winning Them Back

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...

An Open Letter (and Question) For All B2B and B2C Marketers: How Well Do You Really Identify, Understand, and...

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...

The Old (Customer Value) Shell Game Is Alive and Well

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'...

Employee Ambassdorship and Customer Advocacy: Delivering ‘Wow’ Value Within the Enterprise (Part II, Study Findings)

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...

Employee Ambassadorship and Advocacy: Living the Promise of ‘Wow’ Customer Value Delivery (Part I)

How can companies keep a consistent customer focus and optimize economic performance, which, after all, is the goal of customer centricity? Is it...

Customer Centricity vs. Customer Friendliness vs. Product Centricity

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...

Ongoing Loyalty Program Value Challenges – And How to Fix Them

Loyalty, or reward, programs classically have two basic intentions and objectives. One is to be an important method of generating customer profile data...

Rethinking the Behavioral Impact of Corporate Reputation and Image

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...

Total Experience: The Rosetta Stone of Customer Behavior

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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