Michael Lowenstein: Connecting Employee and Customer Experience
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...
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...
Servant Leadership: Essential for Moving Beyond Employee Satisfaction and Engagement
In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers)....
How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?
All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or...
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
...
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
...
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...
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...
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...
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...
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
...
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...
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...
Getting Real With Virtual Banks. A Brave New World for Customers or Just More Impersonal Experiences?
Having earlier this year taken a look at the current reality, and possible customer experience future, of
...
Product Recalls: When Customer Trust is Broken
Whenever a company has to retrieve, repair, or replace defective b2b or b2c consumer goods, it is not only a costly fix, but the...
The Ins (Clarity) – And Outs (Opacity) – Of Transparency With Customers
It’s an easy, and very straightforward, statement to make that vendor transparency (and authenticity, sincerity, value creation, and honesty) with
...
When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future King!
Defining the Objective(s) and Mechanics of Your Content Marketing Strategy
Content marketing continues to be on the...
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...
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,...
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...