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.
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...
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 ...
Michigan J. Frog and Parables of Customer Disappointment
Perhaps I'm channeling the inner ukulele player in me, but my all-time favorite cartoon, often considered to be the “Citizen Kane” of its kind,...
4 Powerful Rules to Create Employee and Customer Word-of-Mouth Programs That Work
For any offline or online social word-of-mouth initiative to be impactful with...
The Preoccupation With Pre-Customers
Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal;...
Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?
When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my...
Key Stakeholder Decision Crossroad: Stay or Go?
Building on his long-time mantra of “People work for people – they do not work for businesses”, management consultant Donn Carr’s recent LinkedIn post,...
Digital Transformation in Retail Banks: Potential Impact on Brand Equity, Customers, and Employees
Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter ...
Comcast Goes Sales Bottom-Fishing, Door-to-Door, Trying To Win Back Ex-Customers
Last Friday, a sales representative from Comcast came to our door, offering a 40% discount (he hand-wrote 40% OFF! on his business card) to...
When Positive and Negative Customer Experiences Hit Home
A recent blog post by Denyse Drummond-Dunn offered an enterprise-level cultural concept that everyone involved in one-to-one customer experience management should get behind: ...
It Takes Teamwork: Customer Experience Management and the Little Red Hen
Think back, if you will, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen....
MROC ‘n Roll: Generating Social Connectivity and Valuable Insights from Employee and Customer Communities
Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs....
Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?
The Service-Profit Chain, an enterprise performance and financial results concept introduced by Gary Loveman, James Heskett, W. Earl Sasser, and Leonard Schlesinger in 1994...
Accueil: Where and How Does Humanity Impact Customer Experience?
What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value...
Are Popular Customer Experience Metrics Just “Immature”, Or Do They Have Bigger Challenges?
Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled...
Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This
This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage - and how most...
How Can Your Company and Customers Profit Most from Higher Employee Commitment?
Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this...
You Don’t Have To Be Famous, Just Motivated: Anyone Can Influence Brand Behavior
My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers,...
Comparing Perceived Value Drivers For Employees and Customers
Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news...
The Reverse of Advocacy: Impacts of Customer Alienation and Sabotage
Daiji wa shoji kara: “Serious disasters come from small causes” Feudal Japanese proverb The polar opposite of Advocates are...