Michael Lowenstein

4.5 Rules for Creatively Firing Unwanted Customers

Some years ago, Sprint's public decision to cut loose 1,000 subscribers who made frequent calls to customer service was met with stromg negativity from consumers and the media, but, rather curiously, with praise from some CRM and CX experts. Here’s a summary of the...

Is United Airlines (Truly) Sorry? If So, What’s Next? Here’s A List...

Oscar Munoz, United’s CEO, has identified “shame” and being disturbed as his reaction to the wrenching cellphone video of Dr. David Dao being manhandled (suffering a skull fracture, lost teeth, and a broken nose), while being forced off one of the airline’s flights to...

Of What Lasting Value Is A Beautifully-Designed Building If It Is Poorly Constructed?

The title is a lengthy, but appropriate, way of saying that the best, most innovative CX programs and processes will fall short of objectives without making certain that the basics – what we can call the architecture, engineering, foundation, framing, electrical wiring and plumbing...

And, In This Corner……….

In working with clients around the world on a broad array of CX projects, I’m often left with the impression that enterprises, rather than effectively driving stakeholder-centric strategies and goals, more resemble wrestlers following the drama and dynamics of a WWE Four Corners Match...

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which...

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. However, it was understood that value is not just rational. Perception consists...

Customers Have Life Cycles. Guess What? So Do Employees! Here’s Why That’s So Important

For some time, it has been understood that, when purchasing a product or service, consumers are essentially ‘hiring’ a supplier to get a job done. The same can be said of employees. They can...

Leveraging Informal Communication to Drive Customer Loyalty Behavior

Neural, informal communication on behalf of a preferred brand or vendor can have significant, far-reaching impact. If the communication behavior is positive, the resulting return on customer (ROC) effect can create a corps of advocates who can readily attract others to the brand...

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Richard Branson and Herb Kelleher never studied HR theory or staff management principles. That said, they’ve proven to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group)...

Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement,...

In the movie ‘Gladiator’, corrupt Emperor Commodus puts Maximus, the gladiator/general who is his enemy, into the Coliseum with a former champion and several huge tigers. Commodus’ goal is to assure Maximus’ death in front of thousands of spectators. To Commodus’ dismay,...

A Quick Primer for Getting to Optimized Employee Commitment in 2017

Having reviewed literally hundreds of traditional employee satisfaction and engagement surveys over the years, and also carefully studying how the results have been interpreted and applied by companies, it's clear that the vast majority of them are about as superficial and challenged to provide...

If Yoda Trained the Chief Customer Officer……

Rogue One, the recently released Star Wars prequel, is getting a lot of attention –especially for bringing back a lot what attracted people around the world when the first movie in the series was introduced almost 40 years ago. Here is the way...

Optimizing CX: Tips, Tricks, and (Outmoded) Metrics or Stakeholder-Centric Design, Execution, Culture, and...

Just read a blog, written by the head of a small company in Slovakia, that kind of set my teeth on edge, but which also had some valuable methodological, operational and cultural nuggets to offer. The post, “11 Unconventional Ways to Improve Your...

Customers and Employees, and The Emotional Drivers They Share As Stakeholders

Over the past thirty years, much of customer and employee research has focused almost entirely on the cognitive, rational, and functional elements of decision-making and behavior. Why? Well, researchers are (mostly) logical, and the cognitive and rational certainly looks logical – –...

Does Employee Loyalty = Customer Loyalty? And, Did It Ever?

Many HR and corporate leaders consider employee loyalty (often conflated with employee satisfaction and engagement) a crucial element in any customer loyalty or customer experience program. They believe that, without requisite employee loyalty, plus alignment with goals and productivity, the chances of...

For Employees to Deliver CX Excellence, Ancient Greeks Had Words For It: Chronos...

First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right...

Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty,...

Why Do We Need A Customer Experience Day?

My birthday is coming up. It’s a special day in my life. Makes me think about other special days during the year that we can all celebrate. For example, by month: January 21st is National Hug Day February 22nd is Thinking Day March 21st...

How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection...

What’s The Real Marketing Significance of Getting An ATM Card On-the-Spot?

The answer is simple. In the otherwise bland and pedestrian world of customer experiences that defines the vast majority of national and regional banks, it's a matter of conceiving and delivering high perceived value, convenience (and memorability), offered in human terms. That's...

For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the...

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