Michael W. Lowenstein, PhD CMC CCXP

*** ******* *****, ******* ******, PA 19348

Tel: 856-***-**** Email: ad001l@r.postjobfree.com

LinkedIn Profile: https://www.linkedin.com/in/michaellowenstein/

SUMMARY/DISTINCTIVE QUALIFICATIONS: Leading, results-focused authority on stakeholder relationships and behavior drivers, brand and communication effectiveness, and enterprise culture stakeholder-centricity performance. Author of 7 customer, brand and management books and 400+ online and print journal articles and white papers. Researched and published on impact of customer/employee online and offline WOM (sending and receiving), brand favorability and advocacy on downstream customer and employee behavior. Developed highly actionable new employee behavior and advocacy, customer advocacy, and brand bonding research frameworks.

CORE COMPETENCIES: Visionary strategic and innovative customer, employee, brand/communications and enterprise advocacy and loyalty quantitative and qualitative research practitioner. Strong team and staff leadership/development skills. Broadly experienced in sales/proactive business generation, program/technique development and management, and client liaison. Senior executive customer, brand, and employee behavior consulting and training. Actionability-driven analysis and report generation and presentations. Active executive coach, conference and webinar presenter and workshop facilitator. Lead research and consulting assignments in an array of b2b and b2c sectors and for major companies. Highly proficient in cross-media/cross-channel evaluation, SQL and database management/application, predictive modeling and analysis, and text analytics.

PROFESSIONAL EXPERIENCE

InMoment, South Jordan, UT (office in Kennett Square, PA) 2021 – 2022

Senior Director, Employee Experience Consulting

Company is a worldwide customer and employee experience consulting organization which utilizes data, intelligent technology, broad multi-industry experience, and professional know-how to help clients improve stakeholder experience. Principal responsibilities include employee experience (EX) thought leadership, new product and service design and development, marketing content generation, and consultative support for sales and analytical teams

Beyond Philosophy, Sarasota, FL/London UK (office in Kennett Square, PA) 2012 to 2021

Thought Leadership Principal and Director, BP Qualitative Insight Services

Company is leading worldwide boutique customer experience optimization consulting organization. Principal responsibilities are to provide strategic consulting, development, coaching, research design and in-depth, actionable analysis that helps clients deliver outstanding business results through deeper customer experience, communication, relationship, employee and brand equity insights. In addition, provide original content, conduct webinars, and deliver training to client organizations in multiple areas of stakeholder behavior and performance.

Market Probe, Milwaukee, WI (office in Collingswood, NJ) 2010 to 2012

Executive Vice President, Stakeholder Behavior

Company is major worldwide custom full-service marketing research, data analysis and consulting organization, specializing in customer experience, communication and brand programs

Key Accomplishments and Responsibilities:

-Co-developed, seeded, and sold unique customer and brand research framework around the world

-Completed new book, and close to 15 white papers, on customer and brand advocacy

-Customer and brand advocacy presentations for major companies in U.S., and at conferences in North America, Europe, Asia (India, Singapore, China, and Hong Kong), and Australia

-Generated significant new business, in U.S., Canada, APAC, and EMEA

Harris Interactive, Princeton, NJ (now part of A.C. Nielsen Company) 2006 to 2010

Senior Vice President and Senior Consultant, Harris Interactive Stakeholder Relationship Consulting

Company is international top fifteen custom full-service marketing research, analysis, training/coaching, and consulting organization.

Key Accomplishments and Responsibilities:

-Manage division’s largest account, and responsible for generating business significantly over plan, principally in technology, telecom and retail fields, but also financial services, b2b and healthcare.

-Particular expertise in stakeholder (customer and employee), brand, and enterprise commitment and advocacy behavior research/consultation, and confluence of brand and customer experience.

-Named to President’s Club within four months of joining company (and for three years in a row – 2006 to 2008, before designation was eliminated in 2009). Exceeded annual financial goals by 115% in first full fiscal year with company; exceeded second year plan by 40%.

Major clients include Hewlett-Packard, UBS, NCR, Citrix, EarthLink, Cisco, Exxon-Mobil and McCormick.

GfK/GfK NOP/NOP World), Princeton, NJ (now part of Ipsos) 2004 to 2006

Senior Vice President, North America Operations, Customer Management Center of Excellence

Company (GfK) is international top ten custom full-service marketing research and consulting organization.

Key Accomplishments and Responsibilities:

-Develop new customer, brand/communications and employee advocacy/loyalty research techniques

-Lead/assist in generating new clients and promoting company

-Support key research account management groups in consumer product and service, technology, telecom, retail, healthcare/pharma, business-to-business, automotive, travel and foodservice, and financial/investment/insurance sectors, principally in North America.

Major clients include IBM, National City, Sprint, American Express, Volvo, Wells Fargo, John Hancock, Astra Zeneca, Merrill Lynch, Saks Fifth Avenue, Citibank, America Online, and FedEx

EDUCATION

ISGI Groupe Ecole Superieure de Commerce de Lille (ESC Lille), Euralille/Paris, France

(now SKEMA Graduate Business School)

Ph.D., Strategy, Strategic Program Development and Program Management

University of Pittsburgh, Pittsburgh, PA

MBA, Marketing/Organizational Management Major

Villanova University, Villanova, PA

Bachelor of Science (BSE), Marketing and Economics Major, Honors Program

PUBLISHED WORKS

One Customer, Divisible – Author; Texere/SouthWestern/American Marketing Association, 2005

Customer WinBack - Co-author; Jossey-Bass, 2001 (Soundview Executive Book Summaries Award)

The Customer Loyalty Pyramid - Author; Quorum/Greenwood, 1997

Customer Retention: Keeping Your Best Customers – Author; ASQ Press, 1995

Customer.Community: Unleashing The Power Of Your Customer Base – Afterword/Book Outline and wrote several sections; Jossey-Bass, 2002

Redefining Consumer Affairs – Chapter Contributor; Society of Consumer Affairs Professionals, 1995

The Customer-Advocate and The Customer-Saboteur – Author, ASQ Press, 2011; second edition, 2012

Customers Inside, Customers Outside – Author, Business Expert Press, 2014

Employee Ambassadorship – Author, Business Expert Press, 2017 (http://www.businessexpertpress.com/books/employee-ambassadorship-optimizing-customer-centric-behavior-from-the-inside-out-and-outside-in/)

Additional Works - Over 400 articles, white papers, and columns, 1993 – 2023, in 20+ customer/marketing/CRM/HRD newsletters, magazines, journals, and professional Internet portals worldwide

AWARDS AND DISTINCTIONS

Certified Management Consultant (CMC) designation, National Bureau of Professional Management

Consultants/Institute of Management Consultants, USA, 1998; certification continuously maintained

Certified Customer Experience Professional (CCXP) designation, awarded by Customer Experience Professionals Association in 2018, certification continuously maintained

Listing in several international, national, regional, and professional editions of Who’s Who

Named as Top 30 World Customer Service Professional by Global Gurus in 2015 and 2016: http://www.globalgurus.org/customerservice/customerservice30.php

Customer experience, systems, and enterprise customer focus articles and blogs are frequent Editor’s Picks in CustomerThink Advisor Newsletter; active marketing blogger for CustomerThink and Target Marketing

EDUCATIONAL/PRESENTATION/COMMUNICATION ACTIVITIES

Developed and instructed a corporate customer-centricity, brand, and customer life cycle multi-day workshop for Direct Marketing Association (conducted several times a year in the United States, 2003-2008)

Guest Lecturer, University of Pennsylvania/Wharton School and Aresty Institute of Executive Education, Columbia University, Villanova University, and New York University MBA/EMBA Programs. Have also instructed and facilitated workshops for Penn State, Villanova University, Strategic Research Institute, American Society for Quality, ICEMD, Bank Administration Institute, Society of Consumer Affairs Professionals, American Marketing Association, IQPC, Frost and Sullivan, Marcus Evans, Institute for International Research, UNI, HR.com, Connecting Group, and American Management Association.

Frequent keynote speaker, presenter and workshop facilitator for strategic stakeholder-related marketing, brand, and communications conferences, webinars and seminars in North America, Europe, Africa, South America, and Asia. Have presented on an in person and online/distance basis at programs, and for corporations, universities and associations, in U.S. and over 30 foreign countries.

Member of Advisory Council, Villanova University Center for Business Analytics, 2010 through 2015

Webinars/video interviews and related content for publications such as Target Marketing: http://www.targetmarketingmag.com/article/4-answers-your-questions-from-imv13-aug-22-tmgwebinar/1#

Leading customer loyalty behavior, marketing, communications, brand and corporate culture content contributor, and Advisory Board member, for international cross-channel customer-centricity/customer management portal, CustomerThink: http://www.customerthink.com/user/michael_lowenstein Named to CustomerThink Hall of Fame in 2018

Serve as Advisory Board member, and provider of content, for Customer Value Creation International: http://customervaluecreation.org ; Editorial Board, Journal of Creating Value

Strategic business and marketing/communications planning mentor for MBA and Exec. MBA students at University of Pennsylvania, Drexel University, and Temple University through GPSEG (Greater Philadelphia Senior Executive Group, now Beacon), 2012-2017

Adjunct Marketing, Data/Analytics, and Communications Instructor, Rutgers University School of Business, Executive Education (Camden NJ Campus) from 2012 through 2015; Adjunct CX-EX Linkage Instructor, Rutgers University School of Management, 2019

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