Michael Lowenstein

Creeping Meatballism at Work: How BofA Dismantled MBNA’s Customer-Centric Culture

Those of us who fondly remember satirist and radio personality Jean Shepherd tend to think of him at this time of year because he was co-author and narrator of the film “A Christmas Story”. Mr. Shepherd also devised, and wrote about, his concept...

The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video:...

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable...

Employee Ambassadorship Lives At Iron Hill Brewery: A Warm, Pre-Christmas Customer Loyalty Story

It has been uncommonly warm so far this December in the Delaware Valley. Taking advantage of the rare mild late Fall weather, this past Sunday my wife and I decided to spend a relaxing afternoon strolling along the Brandywine River in downtown Wilmington,...

Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of...

We think so.  And, building on recently completed, groundbreaking employee ambassadorship research which supports our perspective, we’re convinced of it. Employees are the common denominator in optimizing the customer experience. Making the experience for customers positive and attractive at each point where the company interacts...

Optimizing Customer Experience: Key, Emerging Priorities for 2016 (and Beyond)

There are several major customer experience enhancement priorities that could be covered in this post, including multi-channel purchase and contact techniques, leveraging content, more effective customer targeting and life cycle management, customer-centric cultural focus/transformation, gathering and sharing of customer data, etc. That said,...

Customer Divisibility, A Metaphor For Personalization

The more a company knows, or can find out, about its customers and then apply, the better it’s able to personalize and customize each experience, and so leverage loyalty behavior. Every customer touching process comes down to...

What Happens When A Company’s (Apparent) Focus Is More On Chasing The “Score” Than...

Well, a quick answer to this question is that rank and file employees are often quite sensitive to this. Among the many consequences of score-chasing is that employees can be skeptical of both management pronouncements and any customer-related initiatives begun within the company....

Just How ‘Cultural’ Is Customer Focus?

Those of us in the customer experience 'business' often reflect on how frequently, and in how many ways, organizational customer-centric culture influences the performance of individuals. Here's a real-life example. My wife and I recently returned from a multi-week tour of Israel...

How to Strategically Compete Against Your Peers… And Yourself

Marketers are always looking to optimize their perceived customer value proposition, and to improve the elements of transactional and relationship experiences needed to deliver that value. What competitors are doing always comes into the dialogue, and companies...

Rare Amazon Annoyance: Outlier or ‘New Normal’

I buy a lot of stuff from Amazon. Books, CD’s, Electronics, and so on. I’m Amazon Prime, as some proof that they are a go-to online vendor for me. On any given day, I’m able to say that my trust level...

A Youthful (But Educated) View of the Enterprise Customer-Centric Journey

Several months ago, I was interviewed by a young Masters of Science in Marketing Management student, Carmen van Den Hemel, from Tilburg University in The Netherlands. She told me that her discussion with me was one of several professionals and academic contacts, including...

Verizon’s “Better Matters,” Especially on an Emotional Level

A few weeks ago, I wrote a blog ("Are Experience Consistency and Reliability Emotional Drivers?", CustomerThink, August 18th) explaining how what we think of as basic product and service quality deliverables, elements of performance consistency and reliability, are actually strong emotional drivers...

Notes on Employee Discontent and Sabotage: Implications for Customer Experience Management

Linkages Between Employee Attitudes and Actions and Customer Behavior There is an amply proven, powerful relationship between employee commitment to the company, the brand value proposition, and the customer and their employers’ actual business (financial) and marketplace outcomes. Yet, when considering, and measuring, the...

When Developing Communication Strategies, Should the Emphasis Be Put On Building The Personal(ized) Product/Service...

Historically, people have tended to think of brands in terms of corporate logos, slogans, and even colors. From a macro corporate standpoint, that was the intention of enterprise targeting and image-building. But, that goal is also applicable at the micro, individual product/service...

Why Should All Employees Be Focused On, And Tasked With, Delivering Customer Value?

The quick answer is: Because it's the smartest, and most customer-centric, productive and profitable, thing for any enterprise to practice. First reason: the powerful link that exists between employee attitudes/behaviors vis-a-vis customers and customer experience. There have been a number of professional and...

Are Experience Consistency and Reliability Emotional Drivers?

As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. These include the factors we typically...

Eliminating Experience Pain Points, and Creating Customer Satisfaction: Is This Ever Enough?

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. This is extremely important, because it speaks...

Improving Effectiveness of Stakeholder Value and Experience ‘Experts’: How Often Do...

Movies can often provide us with nourishing food for thought. In the classic “Office Space” interview scene between Peter Gibbons, Bob, and Bob (https://vimeo.com/54739845), there’s more than a kernel of truth regarding what motivates (or demotivates) stakeholders’ decision-making and action. In the movie,...

Clienteling Goes “Boom”: Successfully Merging Data, Brand Attachment, Employee Focus, Channel Usage, Emotional...

It has become increasingly well-understood by brands and companies that building an emotionally-based relationship with customers, through the various points of contact they use, is essential to success. Customers want, and respond to, personalized, emotionally engaging, and memorable experiences. That said, delivering...

Christmas in July: Amping Up Ecommerce Selling

Happy holidays!!! Wait a second….isn’t this the middle of Summer? Well, not if you shop Target, Best Buy, or Walmart online, or if you are a member of Amazon’s $99 per year two day free delivery service, Prime. These companies launched...

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