‘Inside-Out’ Advocacy: Creating and Sustaining Customer Centricity and Loyalty - December 2011
Dr. Michael Lowenstein, Executive
Vice President
Author and researcher, Michael Lowenstein discusses the difference between companies that create value from the inside out and companies that don’t. These value-creating companies start with a vibrant employee culture and thrive on transparency, direct conversation and innovative ways of imagining customer interaction.
The Reverse of Advocacy: Impacts of Customer Alienation and Sabotage - October 2011
Dr. Michael Lowenstein, Executive
Vice President
Researcher and author Michael Lowenstein, PhD CMC, Executive Vice President, Market Probe, discusses the growing influence and hard bottom-line costs of Saboteurs or “Badvocates” in his new white paper: The Reverse of Advocacy: Impacts of Customer Alienation and Sabotage.
Advocacy and the Revenue Narrative: A Case Study - July 2011
Mr. Don Ryan, Vice
President, Technology Practice
Don Ryan, Vice President, Technology Practice, Market Probe, demonstrates the direct linkage between advocacy and measuring business performance in his new paper: Advocacy and the Revenue Narrative (WP #27). Ryan uses a 2011 survey of IT decision makers to illustrate Market Probe’s approach to using advocacy to measure customer experience and link it to specific financial and business outcomes, a methodology relevant across B2B and B2C sectors.
Customer Advocacy and the Branded Experience Customer Advocacy and the Branded Experience - June 2011
Dr. Michael Lowenstein, Executive
Vice President
Researcher and author Michael Lowenstein, PhD CMC, Executive Vice President, Market Probe, uses company examples in his new paper: Customer Advocacy and the Branded Experience Customer Advocacy and the Branded Experience (WP26) to demonstrate that what really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity, ongoing creation of customer-perceived value and "barriers to exit".
Corporate Image, Trust and Reputation, and Customer Advocacy Behavior: Is There Linkage? - June 2011
Dr. Michael Lowenstein, CMC, Executive Vice President Anu Bhalla, Vice President, Customer Advocacy Research
Market Probe’s Dr. Michael Lowenstein, CMC, Executive Vice President, and Anu Bhalla, Vice President, Customer Advocacy Research, present studies that show a direct business outcome connection between advocacy and corporate reputation and trust, and it is a connection that extends throughout B2B and B2C sectors.
