Michael Lowenstein
Michael Lowenstein, PhD, CMC, is thought leadership principal for Beyond Philosophy, a U.S.-based international customer management experience consultancy. He's an international conference keynoter and speaker, workshop facilitator and trainer, author and a contributor to two customer loyalty newsletters and portals. He has more than 30 years of management and consulting experience with expertise in customer and employee loyalty research, CEM, loyalty program and product/service development, customer win-back, service and channel quality, customer-driven corporate culture, human resource development, and strategic marketing and planning.
'Marketing Nuggets' will include observations regarding trends, and often study results, representing current, real-world issues of high importance to direct marketers. Those issues include omnichannel communication usage, mobile marketing, content, informal offline and online social communication, consumer behavior, message personalization, internal customer-centric processes and organization, strategic customer life cycle planning, proactive employee contribution, etc.
Marketing Success Is (Almost) All About the Data: Optimizing Customer Loyalty Behavior Initiatives
Performance Marketing
Much of what I've learned over the years about sales, marketing and customer service has to do with the critical importance of customer data, and how those data are converted [...]
1-Trick Ponies and Customer Loyalty Behavior
Performance Marketing
About 30 years ago, Paul Simon wrote a song entitled "One-Trick Pony." The song describes a performing pony that has learned only one trick, and he succeeds or fails with [...]
When Viral Marketing Goes Too Far
Performance Marketing
A couple of years ago, our local newspaper, The Philadelphia Inquirer, ran a disturbing story about how a mortgage loan company in Phoenix had sent spam advertising messages which appeared [...]
Avoiding the One-Night Stand
Performance Marketing
Stating that all customers are not created equal is hardly an oversimplification. But, just like the pigs in Orwell's "Animal Farm," some customers are more equal than others. No company [...]
How an Already Damaged Reputation Got Worse and Worse
Performance Marketing
We’ve all witnessed how impaired corporate or brand image can undermine both consumer trust and financial performance. Recently, Target’s CEO was relieved of his duties because of the massive customer [...]
Putting the ‘Bar’ in Barista: Pricey Lattes, Capuccinos and Macchiatos … With a Beer Chaser?
Performance Marketing
With a serving concept originally generated about four years ago, and then intensively beta-tested, Starbucks has begun rolling out its new drink and munchies menu, serving beer, wine and its [...]
McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!
Performance Marketing
A recent Forbes article by McKinsey, "Making Loyalty Pay: Six Lessons From the Innovators," showed loyalty program participation has steadily increased during the past five years (a 10 percent annual [...]
Too Big to Fail – But Not Too Big to Suck
Performance Marketing
On a recent "Real Time With Bill Maher" show, Maher responded to the announcement that Time Warner Cable would merge with Comcast Corp. in a $45 billion purchase. He noted [...]
What Customer-Centric, Customer-Obsessed Companies Must Do
Performance Marketing
In building relationships with and value for customers, my longtime observation is most organizations tend to progress through several stages of performance: customer awareness, customer sensitivity, customer focus and customer [...]
It’s Bank Credit Card Junk Mail Season Again!
Performance Marketing
The paper avalanche begins at my home in South Jersey. It's January, and along with the cold, snow and wind—plus post-holiday bills—comes the inevitable volume of bank credit card offers. [...]