Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"

Sympathy & Neglect

Contempt & Rejection

Competence

Wa

rmth

Admiration & Loyalty

Envy & Distrust

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

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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