by Michael Lowenstein | Dec 6, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy 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...
by Michael Lowenstein | Nov 29, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy 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...
by Michael Lowenstein | Sep 14, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do,...
by Michael Lowenstein | Sep 7, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value...
by Michael Lowenstein | Aug 31, 2016 | Blogs, Customer Experience, Customer Satisfaction
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that...
