Actionability, 69
Advertising and social media, 85
Ambassadorship, 5–10
Attitudinal segmentation research, 53–56
Big customer data
actionability, 69
“at-risk” customers, 70–72
correlation, 70, 77–79
low-quality customer data, 70, 74–77
loyalty programs, 69, 72–74
Bonded customer relationship, 98–101
Bonding-based customer relationships, 84–85
Brand bonding, 35, 37–39
Brand research, 52, 58–59
business-to-business (B2B), 4, 43–45
CCO role of. See Chief Customer Officer, role of
CES. See Customer Effort Score
Chief Customer Officer (CCO), role of, 2, 12–17
customer-centric culture leadership, 16
customer experience, 13–14
customer insight, data, and action generation, 14
customer journey management, 15–16
customer relationship building, 14–15
diverse backgrounds, 17
liaison, 16
life cycle strategic consultation, 15–16
value optimization, 13–14
Commitment
to company, 8
to customers, 8
to value proposition, 8
Conscious Capitalism (Sisodia, Raj, and Mackey, John), 116
Corporate customer experience intentions, 24–27
Cultivating behavior, 43–45
Cultivating Customer Advocates: More Than Satisfaction and Loyalty, 68
Customer and brand decision making
B2B and B2C customers, 36–37
brand bonding, 35, 37–39
cultivating behavior, 43–45
emotional dynamics of, 37
experience-based, 35, 37–39
informal word-of-mouth, 35, 37–39
loyalty program effectiveness, 36, 39–43
real-world emotional dynamics, 45–49
Customer awareness, xvii
Customer behavior measurement
attitudinal segmentation research, 53–56
brand and customer research, 52
customer experience and brand research, 58–59
customer loyalty behavior modeling, 53, 64–68
customer loyalty matters, 52–53, 61–64
gathering and leveraging customer decision insights, 59–61
misleading dangerous, 51
performance metrics, 52, 56–58
potentially dangerous, 51
real-world customer experience research, 52
Customer-centric culture leadership, 16
Customer-centric enterprise
ambassadorship, 5–10
behavioral impact of trust, 18
Chief Customer Officer (CCO), role of, 2, 12–17
corporate customer experience intentions, 24–27
customer complaints, 3–5, 23–24, 27–30
customer experiences, 4
customer partnering, 3, 19–23
employee retention, 5–10
employees and processes, 1–2
engagement, 5–10
Milton Waddams, 30–32
stakeholder disengagement and negativism, 5
stakeholders, within enterprise, 3
strategic customer focus and roadmap, 2
using social media, to protect brand equity and customer loyalty, 3–4
Customer complaints, 3–5, 23–24, 27–30
Customer Effort Score (CES), 52
Customer experience and brand research, 58–59
Customer focus, xvii
Customer journey management, 15–16
Customer loyalty behavior, 5
Customer loyalty behavior modeling, 53, 64–68
Customer loyalty matters, 52–53, 61–64
Customer obsession, xvii
Customer research, 52
Customer sensitivity, xvii
Customers Mean Business (Unruh, James), 19
Customer strategy and tactics
advertising and social media, 85
bonded customer relationship, 98–101
bonding-based customer relationships, 84–85
brand influence, 84
building trust, 95–98
buyer behavior, 86–87
creating and building relationships, 102–104
customer behavior, 109–112
customer behavior, driver of, 83
customer experience, 85
customer relationships, 85
dendrochronology, 91–95
hyperdrive customer influence, 107–108
layered loyalty behavior, 84
offline/online social media influence, 105–107
online social media’s, 87–91
relationship, 84
CustomerThink, 18, 56
Customer WinBack (Griffin, Jill), 16, 70
Employee ambassadorship, 5–10
Employee engagement, 5–10
Employee loyalty, 9
Employee retention, 5–10
Fans! Not Customers (Hill, Vernon), 26
Firms of Endearment (Sheth, Jagdish, Sisodia, Raj, and Wolfe, Daniel B.), 116, 117
Good to Great (Collins, Jim), 117
2013 Honomichl Top 50 Report, 56
Humanity, emotion- and profitable results, 115–119
The Influentials (Keller, Edward, and Berry, Jonathan), 100
The Leaders in Loyalty: Feeling the Love From The Loyalty Club, 40
Life cycle strategic consultation, 15–16
Loyalty programs, 36, 39–43, 69, 72–74
Marketing 3.0 (Kotler, Philip), 116
Net Promoter Score (NPS), 52
NPS. See Net Promoter Score
Office Space (movie), 5, 30–32
Offline/online social media influence, 105–107
Pay attention, 8
The Tipping Point (Gladwell, Malcolm), 100
The Trust Advisor (Green, Charles H.), 18