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.
Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’
As customers in all b2b and b2c sectors steadily become more actively digitized in their daily lives, companies are having to respond, and hopefully...
“If You Were The Only Girl In The World”: Being Real With The Employee-Customer Connection
This sweet old song, "If You Were The Only Girl In The World", with words by Clifford Grey and music by Nat Ayer, and...
What Really Influences Stakeholder Behavior? Well, “Take Nothing On Its Looks…”
One of my all-time favorite quotes has to do with proof. It's from Dickens' wonderful book, Great Expectations. In the part of...
What Drives Customer-Related Employee Behavior? New Research Identifies Hidden Factors
Companies are fond of saying that employees are their most powerful resource, and in many ways - especially their influence on customer loyalty -...
Are Your Customer Experience KPIs Really “Key”? Do They Include the Impact of Employees?
There was a recent line of discussion – “What is the optimal number of KPIs?” – in the CMO Network...
Definitive Worldwide Proof: Customer-Centricity Monetizes!
Over the years a great deal of material has been compiled about the financial performance of purpose-driven companies obsessed with delivering optimum customer experience...
Scandal, Crisis, and Passivity: What Are The Archaic Approaches Volkswagen Is Using To Rebuild Trust?
The days of Herbie, the VW Love Bug, are long gone; and, since mid-September of last year, so is much of the positive image...
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...
The Meteoric Rise Of Content As A Driver of Buyer Behavior, Especially Rich Video: What Does It Mean For...
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...
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...
Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador?
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...
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...
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...
What Happens When A Company’s (Apparent) Focus Is More On Chasing The “Score” Than Improving The Customer Experience?
Well, a quick answer to this question is that rank and file employees are often quite sensitive to this. Among the many consequences...
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...
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 ...
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...
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...
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...
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...