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 to be pretty good at it. Both understand (in the case of Sir Richard at Virgin Group)...

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 and applied by companies, it's clear that the vast majority of them are about as superficial and challenged to provide...

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). Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty,...

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 two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection...

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 behavior, it was found that processes and customer interaction had to take service employees well beyond the...

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 of each word because the pervasiveness of digital transformation has all the feel of Big Data a...

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 is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the...

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 program, FYI, through the two-way mirror. In a key scene, focus group participants are asked to describe...

Are Your Customer Experience KPIs Really “Key”? Do They Include the Impact of...

There was a recent line of discussion – “What is the optimal number of KPIs?” – in the CMO Network professional group on LinkedIn. The principal observation was that marketers put so many KPIs in place (and...

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,...

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...

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...

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...

Getting Real With Virtual Banks. A Brave New World for Customers or Just More...

Having earlier this year taken a look at the current reality, and possible customer experience future, of virtual banking, I’ve continued to monitor trends in this industry. There have been several major space-age changes taking place in...

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 recall can, as well, have a highly consequential and long-term effect on customer behavior. We’ve seen this in 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 customers can build trust and a solid relationship. It’s also a straightforward statement that the absence, deficiency,...

When Marketing’s Goal is to Emotionally Connect with Consumers…Content is the Once and Future...

Defining the Objective(s) and Mechanics of Your Content Marketing Strategy Content marketing continues to be on the upswing as a method of building connections and relationships with target audiences. Its goal is to drive visitors ...

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 position to move to the third step: Comprehend, or understanding the dimensional and segmented voice of the...

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, so you can create the most effective frequency marketing, service and relationship programs? Most companies, we have...

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 of our home loan. Though this was a good and well-intentioned idea, because of what we experienced (and, more...

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