The Customer Advocate and the Customer Saboteur

Michael Lowenstein, PhD, CMC, is executive vice president of Market Probe, a leading worldwide market research and consulting organization. He is broadly experienced in many B2B and B2C product and service industries. His particular areas of interest are the impact of word- of-mouth communication on downstream customer behavior, employee commitment and ambassadorship, and how organizations build trust and authenticity and use customer insight in reaching their strategic goals. Drawing on over 30 years' management and consulting experience in customer and employee loyalty research, customer relationship and experience management (CRM), loyalty program and product/service development, customer win- back, service and channel quality, customer- driven corporate culture, human resources management, and strategic marketing and planning, Lowenstein is an active international conference keynote presenter and speaker, workshop facilitator, and trainer. He is a regular featured contributor to two customer loyalty newsletters. He also provides expert customer and stakeholder loyalty resource commentary to several professional CRM, marketing, customer service, and HRD sites on the internet and is an active blogger on these subjects.