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

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Page 1: Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Page 2: Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"
Page 3: 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

Page 9: Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"

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

Page 10: Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"

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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Page 17: Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"

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Industrial Age NDE to Information Age SHMstructure.stanford.edu/workshop/IWSHM2013/documents/Keynote... · Industrial Age NDE to Information Age SHM Mark M. Derriso, Ph.D. Technical

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