BOSTON, MASS. (APRIL 8, 2008)—According to Michael Lowenstein, vice president and senior consultant at Harris Interactive Loyalty, at least 70% of customers’ behavior is driven by their interactions with a company’s employees. These findings, based on research by Harris Interactive Loyalty, will be discussed at the upcoming complimentary Aquent/American Marketing Association webcast entitled “Optimizing the Profitable Link Between Employees and Customer Loyalty Behavior.”
During the webcast, Lowenstein will present critical insights about the relationship between profitability, employee behavior, and customer loyalty, which will demonstrate that true customer commitment is attainable only when the entire organization understands and performs its role in providing superior customer experiences.
“People are beginning to realize that a company’s marketing and branding need to be expressed in every customer interaction at all levels of the organization,” said Ann Webster, president of Aquent North American Staffing. “We are excited that Michael will address this issue and promote communication and collaboration between HR, Customer Service, Sales, and Marketing.”
Michael Lowenstein, PhD, CMC, is vice president and senior consultant of Harris Interactive Loyalty, a division of Harris Interactive, a top-15 full-service worldwide marketing research and consulting company. With more than 30 years’ management and consulting experience in customer and staff loyalty behavior research, CRM, and strategic marketing and planning, Michael is also an active international conference speaker, workshop facilitator, and author of several highly regarded customer loyalty books and more than 150 articles and columns.
The free webcast will be broadcast on April 24, 2008, at 1 p.m. ET. Details and registration information can be found on the American Marketing Association’s Web site at https://amaevents.webex.com. The presentation will also be archived for future on-demand viewing on the AMA’s Web site.
The first 100 registrants of this webcast will have the opportunity to register for the 15th Annual Harris Interactive Loyalty Conference in Napa California from April 27 through April 29 at a 10% discount. Go to www.harrisinteractive.com/loyaltyseminar.
For more than 20 years, Aquent has led the way in transforming how companies find and utilize marketing and creative talent to execute their brand strategies. Aquent’s pioneering approach to staffing and services has helped thousands of companies—including two-thirds of the Fortune 500 and 90 of the Fortune 100—build their internal marketing and communications capabilities. Last year we placed over 11,000 Aquent talent at more than 3,000 companies. Aquent, online at www.aquent.com, is headquartered in Boston, Mass.
About Harris Interactive Loyalty
Harris Interactive Loyalty provides innovative research and strategic insights to help our clients make more confident decisions, strengthen their bonds with key stakeholders, and realize measurable and enduring improvements in business performance. As one of the largest and most respected names in loyalty research, Harris Interactive Loyalty serves 175 of the Fortune 500 companies and employs a global team of more than 100 expert researchers, methodologists, and consultants.
Founded in 1985, Harris Interactive Loyalty is a practice within market-research leader Harris Interactive and is supported by the company’s proprietary technology platform, global data collection and project management capabilities, online reporting tools, and a dedicated marketing science team.
For more information on Harris Interactive Loyalty, please visit http://www.harrisinteractive.com/loyalty.