List of Figures
Figure 1.1.
Employee engagement
Figure 1.2.
Employees who score high on commitment to the company, the value proposition, and the customer are considered ambassadors
Figure 1.3.
Companies should consider some basic, critical marketing and channel questions in strategizing and managing the customer journey
Figure 1.4.
Chief Customer Officers have diverse backgrounds
Figure 1.5.
Smart and evolved companies create value in partnership with customer
Figure 1.6.
Complainer personas
Figure 1.7.
Customers defect due to negative experiences
Figure 1.8.
Metro Bank is a customer experience success mode
Figure 1.9.
Milton Waddams in movie Office Space
Figure 2.1.
A collection of loyalty cards
Figure 2.2.
Trust and its first cousins are key elements of customer decision-making
Figure 3.1.
Customer segmentation example
Figure 3.2.
Many ways to think about customer behavior
Figure 4.1.
A company’s loyalty card means relatively little unless it is beneficial to customers
Figure 4.2.
Analytical tools crunch a large amount of data to create highly actionable insights
Figure 5.1.
Like rings of a tree, consumer loyalty develops in layers with the passage of time
Figure 5.2.
Advocacy and bonding are at the peak of supplier-customer relationships
Figure 5.3.
The journey for customers in relationship with preferred supplier
Figure 5.4.
J. Robert Oppenheimer had predicted the emerging trends in the current market scenario
Figure 5.5.
Online and offline consumer reviews are significantly more trusted
Figure A.1.
American Express took up musician and activist Bono’s challenge to help the international fight against AIDS, tuberculosis, and malaria
Figure A.2.
Commerce Bank culture is an example of inside-out customer management
