@hcmalone
Chris Malone
Author of "The Human Brand" &
Managing Partner
Opening Keynote
“Back to the Future: Building Custom...
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Warmth
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Warmth
• VA Hospitals
• Public Tra...
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Warmth
• Sears
Walmart •
• Best Bu...
812,408
PEOPLE LIKE THIS
34,977
COMMENTS
PEOPLE &
STORIES
OVER DATA
& CONTENT
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
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Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"

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

  1. 1. @hcmalone Chris Malone Author of "The Human Brand" & Managing Partner Opening Keynote “Back to the Future: Building Customer Loyalty in the Digital Age” Fidelum Partners
  2. 2. Sympathy & Neglect Admiration & Loyalty Contempt & Rejection Envy & Distrust Competence Warmth
  3. 3. Sympathy & Neglect Admiration & Loyalty Contempt & Rejection Envy & Distrust Competence Warmth • VA Hospitals • Public Transport • USPS • Amtrak Shell •• Toyota Travelers Insurance • • Sears • JPMorganChaseBank of America • • Citibank • ExxonWalmart • • Morgan Stanley • AIG • BP • Goldman Sachs • Marlboro • Porsche • 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 • TropicanaDAV • Boys & Girls Club • Habitat for Humanity • Minute Maid • • Salvation Army • Humane Society
  4. 4. Sympathy & Neglect Admiration & Loyalty Contempt & Rejection Envy & Distrust Competence Warmth • Sears Walmart • • Best Buy • Macy’s • Zappos.com • Amazon.com Walmart.com • Sears.com• • BestBuy.com • Macys.com
  5. 5. 812,408 PEOPLE LIKE THIS 34,977 COMMENTS
  6. 6. PEOPLE & STORIES OVER DATA & CONTENT

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