Michael Lowenstein, CMC, is Vice President and Senior Consultant, Customer Loyalty Management, Harris Interactive, based in Rochester, New York. Harris Interactive is a top-ten research and consulting company, and provides research services for corporations in automotive, consumer/retail, financial services/insurance, business-to-business, telecom, health/healthcare, and technology enterprise sectors. Formerly, he was Senior Vice President, Customer Management Center of Excellence, GfK NOP, based in Nuremberg, Germany, and one of the three largest full-service marketing research and consulting organizations in the world.
With over thirty years of management and consulting experience in customer and staff loyalty research, CRM, loyalty program development, customer win-back, service and channel quality, customer-driven corporate culture, HRD, and strategic marketing and planning to draw on, Lowenstein is an active international keynoter and speaker, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters. He also provides expert customer loyalty resource commentary to several professional CRM, marketing, customer service and HRD sites on the Internet.
He is the author of two widely-regarded customer loyalty books: Customer Retention: Keeping Your Best Customers (1995), and The Customer Loyalty Pyramid (1997). He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (2001), a Soundview Executive Book Summaries 'Best Book of 2002'. Additionally, he is a principal contributing author to Redefining Consumer Affairs (Society of Consumer Affairs Professionals, 1995), plus The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000). He has authored or co-authored over 125 customer-related journal articles and columns; and his new book on customer data gathering, storage, management and application for creating targeted customer value, One Customer, Divisible, was published in September, 2005, by Thomson/Texere/South-Western, in affiliation with the American Marketing Association. He is developing a new book, with the working title of The Advocating Customer.
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Contributions from Michael Lowenstein, VP and Senior Consultant, Customer Loyalty Management, Harris Interactive
- Increasing customer loyalty through call centers
- Business partner loyalty
- Predicting churn - worth it?
- Trends in hotel loyalty programs
- CRM vs. database marketing
- Reward system for users of free service
- CRM philosophy
- Usabilty criteria and customer loyalty
- Customer loyalty trends
- How does customer service affect loyalty?
- Hotel loyalty program
- Customer loyalty and commodity products
- Customer satisfaction vs. customer loyalty
- Measuring customer attention
- Measuring customer loyalty, customer lifetime value
- What is a loyalty card?
- Customer retention in tough economy
- Selling your senior management on CRM
- Justifying customer satisfaction measures
- What is a compass?