Michael Lowenstein

The Trust Equation: Build Employee Relationship Credibility, Rapport and Integrity To Leverage Customer Advocacy

The dictionary defines "trust" as "assured reliance on another's integrity, veracity and justice." "Sincere," a related word, means "pure, real, honest and free of hypocrisy." Both sincerity and trust are at the heart of partnerships, contracts, relationships and dealings between people and institutions; and...

Cowboys and Saloons. Chickens and Eggs. Customers or Employees. Which Came First?

Which came first, cowboys or saloons? Chickens or eggs? While these important questions may never resolved, the role of employees in leveraging customer loyalty behavior is far simpler to understand. It's impossible to have customer loyalty and advocacy without employees both understanding their role...

Gain Insight Into How Your Customers Think: An Interview With Michael Lowenstein

Every manager understands that having a single integrated view of the customer across the enterprise is a laudable goal, but, according to guru Michael Lowenstein, few companies have actually achieved it. His new book, One Customer, Divisible: Linking Customer Insight to Loyalty and Advocacy...

Letting in the Sunshine: Companies Increasingly Look to Their Customers To Grow the Business

I recently wrote about how LEGO Group had incorporated customer input directly into the enterprise, utilizing both kids and adults as conduits of information and insight to help with product and concept development. But it's not all child's play. Increasingly, companies in different industries...

LEGO Products Aren’t Just Toys, They’re an Example of How To Really Put Customers...

As customer relationship trends go, there is something of a "back to the future" feel about receiving direct input and guidance from customers. This is an extremely effective, but rather infrequently used, method for helping shape product and service strategies and marketing programs. The...

“Customer First” Teams Can Help Companies Succeed

In the late 1960s and early '70s, Xerox Corp.'s Palo Alto, California, research and development labs created embryonic versions of what would become the personal computer. But Xerox didn't capitalize on the opportunity. Executives only saw Xerox as the leading copier company, and no...

CDI: Can Marketers Dance to the Customer’s Tune?

Over the last few years, marketers have been wondering what CRM is really all about; and they have invested billions of dollars trying to find out, and trying to make the "Holy Grail" promise of CRM work for them. Essentially, though, CRM whittles down...

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