About the Contributor

Michael Lowenstein is Senior Vice-President, Customer Management Center of Excellence, NOP World and author of Customer Retention (ASQ Press, 1994), The Customer Loyalty Pyramid (Quorum, 1997), Customer WinBack (Jossey-Bass, 2001), and One Customer, Divisible (Texere, 2004). Michael can be reached at customer.loyalty@verizon.net or 856-833-9449.