by Michael Lowenstein | Jun 1, 2016 | Blogs, Customer Experience
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...
by Colin Shaw | May 26, 2016 | Blogs, Customer Experience
Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Unable to reach a compromise...
by Michael Lowenstein | May 25, 2016 | Blogs, Customer Experience
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...
by Colin Shaw | May 24, 2016 | Blogs, Customer Experience
It’s official. After two years of working on the deal between Charter and Time Warner Cable, Inc., Charter officially owns the most hated brand in cable provider brands, for $55.1 billion. Charter will phase out the Time Warner Cable brand, as well as Bright House...
by Michael Lowenstein | May 18, 2016 | Blogs, Customer Experience
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...
by Colin Shaw | May 13, 2016 | Blogs, Customer Experience
Emotions affect our behavior, more than many of us like to admit. With so much riding on our behavior in a consumer economy, understanding these emotions and how they influence consumer behavior is a key to increasing customer loyalty and retention in our highly...
