![Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue]()
by Michael Lowenstein | Feb 29, 2016 | Customer Emotions, Customer Experience
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article,...
by Michael Lowenstein | Feb 22, 2016 | Blogs
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy In classic psychological terms, trust is considered more a ‘feeder’ of emotion. We typically see emotions (as defined by experts like Paul LeDoux, Sylvan Tompkins, Paul Ekman, and...
by Michael Lowenstein | Aug 17, 2015 | Blogs
As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. These include...
![Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue]()
by Michael Lowenstein | Jul 28, 2014 | Blogs, Thought Leadership
To say that retailing giant Target has had challenges in its foray into Canada markets, all of which have undermined consumer trust, is, if anything, an understatement. Goodwill created in advance of its store openings has all but vanished. The company has had more...
![Service Process vs. Service Experience: Solving the Customer’s Problem vs. Owning the Customer’s Issue]()
by Michael Lowenstein | May 21, 2014 | Customer Emotions
Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and the individual, component elements of experience, or, indeed, a single transaction. ...
