opening keynote: "back to the future: building customer loyalty in the digital age"
TRANSCRIPT
![Page 1: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/1.jpg)
@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
![Page 2: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/2.jpg)
![Page 3: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/3.jpg)
![Page 4: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/4.jpg)
![Page 5: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/5.jpg)
![Page 6: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/6.jpg)
![Page 7: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/7.jpg)
![Page 8: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/8.jpg)
![Page 9: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/9.jpg)
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust
Competence
Wa
rmth
![Page 10: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/10.jpg)
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
• 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 • Tropicana DAV •
Boys & Girls Club • Habitat for Humanity •
Minute Maid •
• Salvation Army • Humane Society
![Page 11: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/11.jpg)
Sympathy & Neglect Admiration & Loyalty
Contempt & Rejection Envy & Distrust Competence
Wa
rmth
• Sears
Walmart •
• Best Buy
• Macy’s
• Zappos.com
• Amazon.com
Walmart.com • Sears.com• • BestBuy.com
• Macys.com
![Page 12: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/12.jpg)
![Page 13: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/13.jpg)
![Page 14: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/14.jpg)
![Page 15: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/15.jpg)
![Page 16: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/16.jpg)
![Page 17: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/17.jpg)
812,408 PEOPLE LIKE THIS
34,977 COMMENTS
![Page 18: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/18.jpg)
![Page 19: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/19.jpg)
![Page 20: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/20.jpg)
![Page 21: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/21.jpg)
![Page 22: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/22.jpg)
![Page 23: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/23.jpg)
PEOPLE &
STORIES
OVER DATA
& CONTENT
![Page 24: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/24.jpg)
![Page 25: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/25.jpg)
![Page 26: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/26.jpg)
![Page 27: Opening Keynote: "Back to the Future: Building Customer Loyalty in the Digital Age"](https://reader034.vdocuments.site/reader034/viewer/2022052301/5553371eb4c905e12e8b4e89/html5/thumbnails/27.jpg)