Michael Lowenstein, PhD CMC, is Vice President and Senior Consultant, Harris Interactive Loyalty, a division of Harris Interactive (www.harrisinteractive.com), based in Rochester, New York.  Harris Interactive is a top-fifteen research and consulting company, and provides research services for corporations in automotive, consumer/retail, financial services/insurance, business-to-business, telecom, hospitality, health/healthcare, and technology enterprise sectors.  Formerly, he was Senior Vice President, Customer Management Center of Excellence, GfK NOP (http://www.nopworld.com/), a division of GfK Aktiengesellschaft, based in Nuremberg, Germany, and one of the four largest full-service marketing research and consulting organizations in the world. 

With over thirty years’ management and consulting experience in customer and staff loyalty behavior research, CRM, loyalty program and product/service development, customer life cycle, 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 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), and he has written several sections and the Afterword for Customer.Community:  Unleashing the Power of Your Customer Base (2002).  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.

Lowenstein is a customer life cycle workshop developer/facilitator for the Direct Marketing Association (http://www.dmawinback.org) , has been a customer loyalty instructor for Pennsylvania State University, American Marketing Association, American Society for Quality, Bank Administration Institute, Institute for International Research, eCustomer Service World, and the American Management Association, and for corporations such as Toyota, Aetna, Nestle, MetLife, BellSouth, Wachovia, Daimler-Chrysler and Charles Schwab.  Additionally, he has lectured in the M.B.A. and E.M.B.A. programs of both New York University and Columbia University. 

He holds an M.B.A. degree in marketing and management from the University of Pittsburgh, and a B.S. degree in economics and marketing from Villanova University; and his PhD is in Strategy and Program Management from ISGI Groupe Ecole Superieure de Commerce de Lille (ESC Lille), Euralille/Paris, France.  Also, he holds a Certified Management Consultant (CMC) professional designation, awarded by Institute of Management Consultants, USA.  He is listed in several regional, national, international, and professional Who’s Who editions; and he is an expert panel or advisory board member for several customer loyalty, HRD and CRM information sources, including CustomerThink, the leading CRM/customer loyalty portal (formerly CRM Guru).

Contact: 

Harris Interactive Headquaters 
60 Corporate Woods
Rochester, NY 14623
Email: MLowenstein@harrisinteractive.com
Website: http://www.harrisinteractive.com