All posts by michael_lowenstein

Title	Type	Date	Views	Comments	Categories
Total Experience: The Rosetta Stone of Customer Advocacy Behavior	Blog	2012-01-20	371	0	Customer Experience, Customer Loyalty
Inside-Out Advocacy: Creating and Sustaining Customer Centricity and Loyalty	Article	2012-01-05	1,422	0	Leadership, Customer Loyalty, Customer Process
Profitably Linking Employee Behavior to Customer Loyalty and Advocacy	Article	2011-11-20	6,440	5	Customer Experience, Customer Loyalty, Employee Engagement
The Other Side of the Coin: Negative Word-of-Mouth, and Customer Alienation and Sabotage	Article	2011-08-24	3,114	0	Customer Experience, Customer Loyalty, Performance Metrics
Customer Advocacy Behavior: Personal Brand Connection That is More Than Loyalty, Word-of-Mouth, or Recommendation	Article	2011-07-29	4,100	0	Customer Experience, Customer Loyalty, Performance Metrics, Chief Customer Officer
Corporate Image, Trust, and Reputation and Customer Advocacy Behavior: Is There Linkage?	Article	2011-07-13	3,944	0	Computers / Technology, Customer Experience, Customer Loyalty, Financial Services
Customer Advocacy and the Branded Experience	Article	2011-06-22	4,637	0	Customer Experience, Customer Loyalty, Financial Services, Employee Engagement, Innovation, Retail Sales
The Strategic Marketing Case for Customer Advocacy Measurement	Article	2010-07-02	7,873	2	Customer Loyalty
Driving Customer Loyalty Behavior Through Employee Ambassadorship vs. Employee Engagement	Blog	2009-10-12	3,157	0	Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Customer Loyalty, Customer Process, Customer Strategy, Performance Metrics, Chief Customer Officer, Customer Management Education
High-Tech Customer Service in the Spotlight	Article	2009-08-20	4,864	0	Service and Support, Customer Experience, Voice of Customer, Customer Loyalty
Prospect Value Management: Maximize Profits, Not New Accounts	Article	2009-07-02	4,403	1	Sales Performance, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Chief Customer Officer
Social Media: Consider the Impact of Both Offline and Online Communication in Creating Customer Advocacy	Blog	2009-05-18	2,926	1	Sales Performance, Service and Support, Digital Marketing, Social Business, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Chief Customer Officer, Chief Information Officer
If You Can't Get No Satisfaction, Trade Ratings for Truly Understanding Behavior	Article	2008-10-16	4,077	0	Leadership, Sales Performance, Service and Support, Digital Marketing, Voice of Customer, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer, Retail Sales
Optimizing Customer Experience: How One Auto Dealer Group Builds Trust and Commitment	Article	2008-04-28	7,732	1	Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Customer Process, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Employee Engagement, Retail Sales, Transportation / Travel / Leisure
Harris Interactive	Company Profile	2008-04-03	4,148	0
Profitably Linking Employee Behavior to Customer Loyalty: Driving Customer Commitment Through Employee Attitudes and Actions	White Paper	2008-03-07	12,895	0	Large Enterprise, Leadership, Service and Support, Digital Marketing, Midsize Business, Customer Experience, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Employee Engagement
Inside-Out Advocacy: Link Employee Attitudes and Actions to Customer Loyalty Behavior	Article	2008-02-04	5,990	0	Leadership, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Financial Services, Employee Engagement
Make Both an Emotional and Rational Appeal to Your Customers: Inside-Out and Outside-In Commitment and Advocacy	Article	2007-09-24	10,515	0	Leadership, Digital Marketing, Customer Loyalty, Customer Strategy, Financial Services, Chief Customer Officer, Retail Sales
Employee Ambassadors: Employee Attitudes, Beliefs and Actions Affect Customer Loyalty	Article	2007-04-30	7,763	0	Leadership, Service and Support, Contact Center, Customer Experience, Customer Loyalty, Customer Strategy, Financial Services, Employee Engagement, Retail Sales
Data, Data Everywhere ... The Key Is Doing Something With It	Article	2007-03-12	3,858	0	Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Small Business, Chief Customer Officer, Retail Sales
Maslow's Theory Applies Today: Nurture Advocacy by "Tree" Rings Around Touch-Points	Article	2007-02-05	5,672	0	Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Retail Sales
Don't Rush to Rely on the Magic "One Number" Loyalty Score	Article	2007-01-21	2,473	1	Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Performance Metrics, Chief Customer Officer
Cook Up Customer Advocacy the Way You Would a Lasagna, in Layers	Article	2006-10-23	2,569	0	Customer Loyalty, Financial Services, Chief Customer Officer
Faces in the Mirror: Employees Think They Know What Customers Value	Article	2006-10-08	2,150	0	Leadership, Customer Strategy, Employee Engagement
Word of Mouth Is a Powerful Vehicle for Making Advocates—and Enemies	Article	2006-06-18	1,929	0	Customer Loyalty, Fast-Moving Consumer Goods, Chief Customer Officer, Transportation / Travel / Leisure
Cowboys and Saloons. Chickens and Eggs. Customers or Employees. Which Came First?	Article	2006-02-14	1,846	0	Leadership, Customer Experience, Customer Process, Customer Strategy, Chief Customer Officer, Employee Engagement, Retail Sales
The Trust Equation: Build Employee Relationship Credibility, Rapport and Integrity To Leverage Customer Advocacy	Article	2006-02-14	4,177	0	Leadership, Service and Support, Customer Experience, Customer Loyalty, Customer Process, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Retail Sales
Gain Insight Into How Your Customers Think: An Interview With Michael Lowenstein	Interview	2006-01-30	5,635	0	Leadership, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer
Letting in the Sunshine: Companies Increasingly Look to Their Customers To Grow the Business	Article	2005-12-13	2,101	0	Leadership, Customer Analytics, Customer Experience, Customer Loyalty, Chief Customer Officer, Customer Information Architecture, Retail Sales, Transportation / Travel / Leisure
LEGO Products Aren't Just Toys, They're an Example of How To Really Put Customers at the Heart of the Business	Article	2005-10-02	2,281	0	Leadership, Social Business, Customer Analytics, Customer Experience, Customer Loyalty, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer
"Customer First" Teams Can Help Companies Succeed	Article	2005-05-02	2,966	0	Leadership, Computers / Technology, Customer Experience, Voice of Customer, Chief Customer Officer, Employee Engagement
CDI: Can Marketers Dance to the Customer's Tune?	Article	2002-02-21	3,544	0	Digital Marketing, Customer Analytics, Customer Loyalty, Chief Information Officer

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