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@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
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Warmth
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
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
812,408
PEOPLE LIKE THIS
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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"

  • 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.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9. Sympathy & Neglect Admiration & Loyalty Contempt & Rejection Envy & Distrust Competence Warmth
  • 10. 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
  • 11. 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
  • 12.
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  • 15.
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  • 19.
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  • 22.