Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy By EX, of course, we mean employee experience. Customer experience optimization has, for some time, been the stated goal of many enterprises around the world. Where the role of employees in...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.”...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Most organizations do not fully understand, or leverage, the key linkages between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Her luggage, containing medication for...
