Customer Experience Research, Employee Research, Advocacy Behavior

Michael Lowenstein

Michael Lowenstein, PhD CMC, is Senior Advisor, Customer Value Creation International, He specializes in marketing, customer and employee analytics, stakeholder behavior qualitative and quantitative research, predictive modeling, and customer/employee lifecycle management, consulting, analysis and training. In senior leadership roles, he is broadly experienced as a visionary and innovative consultant in many b2b and b2c product and service industries; and his particular areas of professional proficiency and interest are impact of brand equity and online/offline social communication and influence on downstream stakeholder actions, stakeholder community research, how organizations build trust and authenticity through stakeholder centricity, and how they leverage multiple forms of stakeholder insight research and analysis, in reaching their strategic business goals.

With over thirty years of management and consulting experience in customer and employee loyalty research and analytics, customer experience optimization, competitive intelligence, enterprise change management, loyalty program and product/service development, customer stabilization and win-back, service and channel quality, customer-driven corporate culture, HRD, and strategic marketing and planning to draw on, Lowenstein is an active international conference keynoter and speaker, workshop facilitator, and trainer, and he is a regular featured contributor to stakeholder-related web portals.

Lowenstein provides expert strategic culture, customer and stakeholder loyalty research commentary to several professional marketing and customer experience sites on the Internet and is an active blogger on these and related subjects. He is the author of several highly regarded stakeholder and enterprise management books: Customer Retention: Keeping Your Best Customers (1995), The Customer Loyalty Pyramid (1997), and One Customer, Divisible (2005). He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (Jossey-Bass, 2001), a Soundview Executive Book Summaries Best Book of 2002. Additionally, he is a principal contributing author to several books, including Redefining Consumer Affairs (Society of Consumer Affairs Professionals, 1995), The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000), and Hooked On Customers (CustomerThink, 2014), and he has also written multiple book sections and the Afterword for Customer.Community: Unleashing the Power of Your Customer Base (Jossey-Bass, 2002).

He has produced over 500 customer-related white papers, journal articles and columns, with material appearing in online and offline publications in EMEA, North America, APAC, Africa, and South America. His most recent books are The Customer Advocate and The Customer Saboteur, published by ASQ Press (2011), and now in its second worldwide printing, and two ebooks/soft cover books on stakeholder-centricity concepts and applications - Customers Inside, Customers Outside (2014) and Employee Ambassadorship (2017) - both published by Business Expert Press.

Lowenstein has been a strategic customer life cycle workshop developer/facilitator for the Direct Marketing Association and has been a brand and customer loyalty/stakeholder behavior instructor for

Pennsylvania State University, American Marketing Association, American Society for Quality, The Conference Board, ESOMAR, Bank Administration Institute, Frost & Sullivan, Institute for International Research, SOCAP, Marcus Evans, UNI, eCustomer Service World, ICEMD, HR.com, and the American Management Association. He instructs and trains on both an in-person and online/distance basis.

He has presented at industry and professional conferences across the United States and in over 40 foreign countries, and for corporations such as Toyota, Aetna, Nestle, MetLife, Truist, Baptist Healthcare, General Motors, EarthLink, Sprint, Wells Fargo, Renewal by Andersen, Daimler-Chrysler, Discount Tire, Aflac, and Charles Schwab. Additionally, he has lectured in the MBA and EMBA programs at University of Pennsylvania, New York University, Villanova University, Drexel University, and Columbia University.

He holds the following academic degrees:

- PhD in strategy, program development, and program management from ISGI Groupe

Ecole Superieure de Commerce de Lille (ESC Lille), Euralille/Paris, France (now Skema

Graduate Business School).

- MBA degree in marketing and management from the University of Pittsburgh

- BS degree in economics and marketing from Villanova University

Also, he holds a Certified Management Consultant (CMC) professional designation in this field, awarded by the Institute of Management Consultants, USA and, though 2024, held a Certified Customer Experience (CCXP) professional designation, awarded by Customer Experience Professionals Association. In addition, he has been an Adjunct Instructor in the Executive Education Program for Rutgers University School of Business – Camden, and he was also an Adjunct Instructor in the Undergraduate Program for the Rutgers University School of Management. From 2010 through 2014, he was a member of the Advisory Council and Executive Roundtable of Villanova University’s Center for Business Analytics.

Lowenstein has conducted a series of direct marketing and digitization trend video interviews for Target Marketing: (http://www.targetmarketingmag.com/video/single/dm-evolution-series-part-1/ ), where he was a featured columnist, and he has been named among the world’s top 30 customer service experts for 2015 and 2016 by Global Gurus.com.

He is listed in several regional, national, international, and professional Who’s Who editions; and he has been an expert panel or advisory board member for several online stakeholder behavior, customer loyalty, HRD, CRM and CEM information sources, including TechTarget/SearchCRM, Customer Value Creation International, and CustomerThink, the leading international CRM/customer loyalty and brand communications portal, where he was the #1 contributor to CustomerThink (of over 3,000 contributing authors) for the 2013-2014 period: http://customerthink.com/top-authors/ In June, 2018, he was named to the CustomerThink Hall of Fame.

Contact information:

-Personal Email Address – ************@*****.***

-Telephone # – Office/Cell: 856-***-****

-Mail Address 228 Kestrel Court, Kennett Square, PA 19348, USA

Selected Book Descriptions

The Customer Loyalty Pyramid - https://www.abc-clio.com/ABC-CLIOCorporate/product.aspx?pc=C5231C

Customer WinBack - https://www.wiley.com/en-us/Customer+Winback%3A+How+to+Recapture+Lost+Customers+And+Keep+Them+Loyal-p-978**********

The Customer Advocate And The Customer Saboteur -https://asq.org/quality-press/display-item?item=E1410

Employee Ambassadorship - https://www.businessexpertpress.com/books/employee-ambassadorship-optimizing-customer-centric-behavior-from-the-inside-out-and-outside-in/

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