Overview

A number of studies have revealed a correlation between employee attitudes about their companies and the degree of value customers attribute to the company. This phenomenon is called employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. This book will describe and investigate this phenomenon and demonstrate how it can be used to add value to the customer experience.

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9781631576645

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Michael Lowenstein, PhD, CMC, is thought leadership principal with Beyond Philosophy, an international customer experience consulting organization; and he specializes in customer analytics, employee ambassadorship research and training, predictive modeling, and strategic customer lifecycle management research and training. He is broadly experienced as a visionary and innovative marketing consultant in many b2b and b2c product and service industries. He has written over 300 customer-related white papers, journal articles and columns, with material appearing in online and offline publications.

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