Michael W. Lowenstein

Michael W. Lowenstein, CMC, is Senior Vice President, Customer Management Center of Excellence, GfK NOP (www.nopworld.com). GfKNOP, a division of GfK Aktiengesellschaft, based in Nuremberg, Germany, is one of the three largest full-service marketing research and consulting organizations in the world. The company provides brand strategy, marketing effectiveness, customer management, and market opportunity research and consulting services for corporations in automotive, consumer/retail, financial services, social/political, business-to-business, health/healthcare, and technology enterprise sectors.

Lowenstein is an active international keynoter and speaker, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters. He also has more than 30 years' management and consulting experience in customer and staff loyatty research; CRM; loyalty program development; customer win-back, service, and channel quality; customer-driven corporate culture; HRD; and strategic marketing and planning.

He is the author of two books, Customer Retention: Keeping Your Best Customers and The Customer Loyalty Pyramid and the co-author of Customer WinBack: How to Recapture Lost Customers-and Keep Them Loyal. Additionally, he is a contributing author to Redefining Consumer Affairs and The Answer Book for Customer Service Managers and he wrote the afterword for Customer.Community: Unleashing the Power of Your Customer Base. He has also written almost 100 customer-related journal articles and columns.

Lowenstein is a customer life cycle workshop developer/facilitator for the Direct Marketing Association (www.dmawinback.org) and has been a customer loyalty instructor for Pennsylvania State University and the American Management Association. He holds an MBA degree in marketing from the University of Pittsburgh, and a B.S. degree in economics and marketing from Villanova University. He is listed in several regional, national, international, and professional Who's Who editions; and he is a member of the Expert Panel of CRM Guru, the leading CRM/customer loyalty portal.