@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

Wa

rmth

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

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

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