Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Today, there’s a lot of discussion among corporate strategists, and even senior HR folks, about “putting employees first”. Whenever this is surfaced, it’s useful to ask some relevant...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy My friends at Keller Fay Group (Ed Keller and Brad Fay) have conducted research which once again demonstrates that everyday people, i.e. consumers, customers, suppliers and employees, can...
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI, through the two-way mirror. In a key...
