Michael Lowenstein

How To Design (And Act On) Real-World Employee Surveys

by Michael Lowenstein on January 31, 2018 No comments

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 what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR. However, there is little realization that these traditional research techniques are not remotely designed to identify the often hidden factors behind this behavior. This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers.

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Michael LowensteinHow To Design (And Act On) Real-World Employee Surveys

Why Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

by Michael Lowenstein on January 24, 2018 No comments

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 meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. How real is the belief that driving employee engagement within an organization leverages customer satisfaction which, in turn, helps produce high performance for the enterprise, i.e. core tenets of the Service-Profit Chain? It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

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Michael LowensteinWhy Must Leaders and Their Companies Now Give More Attention (and Resources) to EX?

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

by Michael Lowenstein on January 17, 2018 No comments

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.” The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief.

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Michael LowensteinGetting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Why Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? Here Are Some Key Factors To Consider.

by Michael Lowenstein on January 10, 2018 No comments

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 or engagement, in the belief that high levels in either area will directly drive customer loyalty. Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Employees, though, are critical stakeholders in the delivery of experience value. So, it is vital for companies to learn where they are in creating enterprise-wide employee ambassadorship (commitment to the organization, the product/service value proposition, and the customers) and stakeholder-centricity.

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Michael LowensteinWhy Should You Care If Your Company Is Or Isn’t Built Around Stakeholder-Centricity? Here Are Some Key Factors To Consider.

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

by Michael Lowenstein on January 3, 2018 No comments

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 helping with the side effects of the colon cancer chemo therapy, had failed to arrive on a flight from Nashville. She panicked because the medication would be vital, post-treatment, for the chemo she had scheduled for the next day. She immediately called Southwest’s customer service line at the airport.

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Michael LowensteinGreat EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Is Your Company Surveying Employees For Their Commitment To Customers and CX?

by Michael Lowenstein on December 27, 2017 No comments

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity.

Our research and consulting experience has shown that employee satisfaction and engagement have rather incidental connection to customer behavior. Employees, though, are critical stakeholders in the delivery of experience value. So, it is vital for companies to learn where they are in creating enterprise-wide employee ambassadorship (commitment to the organization, the product/service value proposition, and the CUSTOMERS) and stakeholder-centricity

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Michael LowensteinIs Your Company Surveying Employees For Their Commitment To Customers and CX?