Michael Lowenstein
Michael Lowenstein, PhD CMC
Michael Lowenstein, PhD CMC, has extensive background in customer and employee experience research, CX and EX strategy consulting, and brand, customer, and employee advocacy behavior research, consulting, and training. Special expertise in EX-CX linkage/integration, connections to brand equity and enterprise culture. He has presented at conferences around the world, and authored seven stakeholder-centric strategy books and 500+ articles, white papers and blogs. In 2018, he was named to the CustomerThink Hall of Fame.
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...
Employee Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement
Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee...
Beyond The Horizon: 6 Ways Retailers Will Have To Prepare For The 2020 Customer Experience
In 2011, Ron Johnson was brought in to run J. C. Penney, having previously led Apple Stores to great retail success. One of...
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...
Is United Airlines (Truly) Sorry? If So, What’s Next? Here’s A List of 4.5 Potential Actions.
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...
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...
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...
The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?
Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed,...
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...
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...
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...
Is CSAT Dead? No. Should It Be? Yes, ASAP. Replacement, IMHO: Emotionally-Driven Value (EDV),...
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...
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...
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...
Optimizing CX: Tips, Tricks, and (Outmoded) Metrics or Stakeholder-Centric Design, Execution, Culture, and Strategy…..or Both?
Just read a blog, written by the head of a small company in Slovakia, that kind of set my teeth on edge, but which...
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...