Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
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Transcript of Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
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Sympathy & Neglect
Contempt & Rejection
Competence
Wa
rmth
Admiration & Loyalty
Envy & Distrust
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Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Wa
rmth
Dog
Cat Horse
Monkey
Elephant
Whale
Bear
Leopard Lion
Tiger
Mouse
Fish Lizard
Snake
Hippo
Rat
Chicken
Rabbit Hamster
Cow
Duck
Giraffe Bird
Zebra
Pig
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Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Wa
rmth
• VA Hospitals
• Public Transport
• USPS
• Amtrak
Shell • • Toyota Travelers Insurance •
• Sears • JPMorganChase Bank of America • • Citibank
• Exxon Walmart •
• Morgan Stanley
• AIG • BP
• Goldman Sachs
• Marlboro
• Porche
• Rolls Royce • Rolex
• Mercedes Gucci • •
Cartier
• Best Buy
• Macy’s
• Burger King
• Tylenol • Advil
Honda • Ford •
• Zappos.com
• McDonalds
• Coca Cola • Amazon.com
• Johnson & Johnson
• Hershey • Campbell’s • Tropicana DAV •
Boys & Girls Club • Habitat for Humanity •
Minute Maid •
• Salvation Army • Humane Society
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