Michael Lowenstein: Connecting Employee and Customer Experience
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,...
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...
Casualties of Highly Competitive, Commoditized Services Marketing: Let’s Start With Sprint’s Framily
Services marketing, first and foremost, must create perceived – and hopefully ongoing – benefit for prospective and current customers. When that doesn’t happen,...
Customer Advocacy, Bonding, Endorsement, Recommendation, and Influence: What’s the Difference?
Recently, a CustomerThink blogger wrote a piece in which he equated compensated customer endorsement and influence for a brand with customer advocacy. As...