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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.

Employee Advocates: Their Role As Committed Company Assets, Active Communicators, And Key Contributors To Stakeholder Value

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. Just as customer satisfaction doesn't equate to...

Elves Rule: Employees ‘Make’ The Customer Experience, and Should Be Recognized for It

Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who...

Stakeholders At The Emotional Crossroads: Stay Or Go?

Building on his mantra of “People work for people – they do not work for businesses”, management consultant Donn Carr’s recent LinkedIn post, Why...

What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their Employer?

A Wall Street Journal ‘At Work’ column from a couple of years ago led with this sentence: “U.S. employers have a trust problem.”...

We’re In The Age Of Customer Divisibility: Why It Is More Productive And Profitable To Market By Micro-Segments...

While a few smart, innovative companies around the world are making dramatic strides in building customer value, keeping desired customers, and generating lots of...

Digital Transformation Isn’t “Either/Or”. In Reality, It’s “And”.

In the push for greater and greater technology in customer experience, it's easy to get sidetracked by the hype that digital transformation has to...

Surviving And Thriving In The Next Normal: What Stakeholder Value-Focused Companies Should Consider Making A Priority In 2021

The pandemic has forced many companies to re-define how stakeholder value is created and delivered. Some of this redefinition is about factors such...

What Can ‘Customer First’ Teams Do For CX And EX?

In the late 1960's and early 1970's, Xerox Corporation's Palo Alto research and development labs in California created embryonic versions of what would become...

The Never-Ending Quest For Customer Value

Our family is in the process of getting ready to move to a new home. One of my key assignments is de-cluttering our...

Successfully and Strategically Linking CX And EX: The ‘People First’ Experience At Ultimate Software

One company which has functioned with a people-first approach from its inception is Ultimate Software, an organization with which we have been able to...

Like Customers, Employees Have Essential Personas Too! Here Are Action-Based Tools For How To Identify, Develop, and Leverage...

One of the core elements of CX, articulated by Clayton Christensen as Jobs To Be Done, or JTBD, is PERSONA. JTBD can be...

How To Design (And Act On) Real-World Employee Surveys

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty –...

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world....

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This...

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as "the most effective...

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? Here Are Some Key Factors...

Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or...

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing...

Is Your Company Surveying Employees For Their Commitment To Customers and CX?

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee...

CX Initiatives: What if Employees Are Not On Board?

One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad...

Target’s Revamped Store Customer Experience Experiments: Culturally, Are They On-Target or Off-Target?

Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016...

How Stakeholder-Centric and Value Delivery-Focused Is Your Company?

In a theme that was articulated in the 2007 book, Firms of Endearment. authors Jagdish Sheth, Raj Sisodia and David Wolfe called stakeholder-centric and...

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