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.
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...
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...
Building on his mantra of “People work for people – they do not work for businesses”, management consultant Donn Carr’s recent LinkedIn post, Why...
A Wall Street Journal ‘At Work’ column from a couple of years ago led with this sentence: “U.S. employers have a trust problem.”...
While a few smart, innovative companies around the world are making dramatic strides in building customer value, keeping desired customers, and generating lots of...
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...
The pandemic has forced many companies to re-define how stakeholder value is created and delivered. Some of this redefinition is about factors such...
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...
Our family is in the process of getting ready to move to a new home. One of my key assignments is de-cluttering our...
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...
One of the core elements of CX, articulated by Clayton Christensen as Jobs To Be Done, or JTBD, is PERSONA. JTBD can be...
Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty –...
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....
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...
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...
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing...
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...
One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad...
Target Corporation has had a number of challenges over the past few years, from abruptly closing all of their Canadian stores to a 2016...
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...