Home Authors Posts by Michael Lowenstein

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.

Faces in the Mirror: Employees Think They Know What Customers Value

Some may remember an episode of '90s sitcom Murphy Brown, in which Candace Bergen, as Murphy, is viewing a focus group about her news...

Word of Mouth Is a Powerful Vehicle for Making Advocates–and Enemies

Today, responding to the new complexities and realities of customer decision-making, marketers are zeroing-in on finding methods of creating engagement, trust, commitment and advocacy...

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...

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...

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...

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...

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

As customer relationship trends go, there is something of a "back to the future" feel about receiving direct input and guidance from customers. This...

“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...

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...

New Posts