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