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.
Coming To A Fork In the Experience Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?
Baseball great Yogi Berra has been quoted as saying “When you come to a fork in the road, take it.” He also said “If...
“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So...
A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their...
The Customer Advocacy Compass (P.A.C.E.) Process: Part 2
Whatever form the qualitative research follows in the Assemble stage of the P.A.C.E Process, the company will be in a...
How Much Do Product Quality and Service Quality Influence Customer Behavior?
Satisfaction has always been a cornerstone of what we understand to be total quality in products and services, as perceived by the customer. ...
Driving Desired Customer Behavior: A TED-type Perspective Based on Love
Creating value, and generating optimized loyalty behavior, have a lot in common with love. Building from the song "Love Is A Many Splendored...
In Our Super-Connected World, How Should Advertising Really “Work”?
Let’s face it. Like it or not, today all of us are living, and being influenced on a daily basis, on an omnichannel...
Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth
I’m grateful to my colleague, Richard Vanderveer, for making readers of his blog aware of an insightful report – Return on Word of Mouth,...
The Customer Advocacy Compass (P.A.C.E.) Process: Part 1
How do you really know what customers want, what it will take to generate optimum advocacy behavior and wallet share,...
What Consumers Say vs. Mean vs. Do: Toward Understanding the Emotional and Subconscious Drivers of Behavior
Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what...
Way Off-Target: A $5 Billion Failure in Canada (and Problems in America)
Much as Target can be admired for having created distinctive and (generally) positive retail experiences for customers in the U.S., their entrance into –...
Car Talk: The Marketing Gift of (Automotive) Gab
According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power...
Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven
Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers...
The BofA Mortgage Service Experience: How NOT to Deliver Customer Value
Back in early October, my wife and I made the decision to take advantage of the still-low mortgage interest rates by refinancing the remainder...
Why Customer Experience Research Has Morphed: Focus on Change from Cognitive and Rational to Emotional and Relationship-Driven
Over the past thirty years, most customer-related research has focused almost entirely on the cognitive, rational, and functional elements of decision-making. Why? Well, researchers...
Inside Your C.I.A.: Enterprise Architecture and Engineering (Plus Plumbing and Carpentry) for Optimal Customer Performance
Because I’ve done, and continue to do, a good deal of presenting, training, research and consulting on customer life cycle, customer behavior, enterprise customer-centricity,...
Becoming More Customer-Centric in 2015: Learning to Take Insightful Stock, Calculated Risk, and Positive Action
As we move into 2015, there is a state of mind many of us enter at every year-end and year-beginning. That state of...
Theatre of the Cut-throat Wireless Price War: Commoditized Battles of the Bottom-Feeders
Somehow, I’m endlessly fascinated by the ways in which U.S. wireless vendors are finding to cut service prices and, in the process, still try...
Are You Keeping Current on the Growing Influence and Applications of Word-of-Mouth? Have You Heard Of Explovia?
As I’ve long believed, and seen reconfirmed by study after study, it’s voluntary, consumer-generated and uncompensated word of mouth (with recommendation as a subset,...
The Overpromise and Overdeliver Theory of Value
Rick Barrera, president of Overpromise, Inc., and I have never met. Where real-world theories about optimizing customer experience and value delivery are concerned,...
Like Just About All of Their Customers… I LOVE Wegmans!!!
For anyone who appreciates a truly customer-centric organization, one that is invested in its stellar reputation for ongoing trust and...