Customer-Centric Marketing: Build Relationships, Create Advocates, and Influence Your Customers

INDEX

2-Minute Morning Quickie, 95–96

360-degree view, 123

97% rule, 71, 72, 81, 104

Adobe, 119

Advocate Accelerator Loop, 51

Age of the Customer, xiii–xv, 8–9, 31

Agile Marketing, 11

AirBnB, 121

Air Canada, 103

All in the Family, 28

Amazon, 57, 59, 77

AMC, 29, 105

analytics, xiv, 17, 19, 24, 73, 75, 81–84, 119, 126, 139–141

Apple, 59, 62

Armstrong, Neil, 71

Automation and Communication Age, 6–7

baby boomers, 35

Bank of America, 103

Belize Tourism Board, 105

Ben & Jerry's, 107

Bezos, Jeff, 57

big data, 19, 82

BMW, 41–43

brand Advocate, 25, 32, 36–40

brand evangelists, 52

Brand Ideals, 58, 59

Carroll, David, 26

CDJ (Customer Decision Journey), 47–48, 50, 51

CMO (chief marketing officer), 11–12, 15, 18, 20, 22, 49, 82, 137

collaborative workspace, 142

content, 2, 13, 21, 29, 37–38, 41, 46, 50–51, 61, 68, 70, 72, 74–75, 81, 85–91, 93, 96–100, 107, 110–115, 121, 126, 139

content strategy, 98, 104, 112–113

creativity, 107, 119, 125–126, 131, 142

cultural competency, 65

Cundari Group Ltd., 76

Cundari Labs, 135

Customer Age, 15, 74

customer centricity, xii, xiv, 18, 23–24, 32, 64, 66, 77–80, 81–82, 84, 135, 143

Customer Decision Journey (CDJ), 47–48, 51, 88

customer experience, 15, 17–19, 21, 23, 62–66, 71, 73–75, 77, 79–80, 85, 127

Customer journey marketing model, 77

customer relationships, xii, xiv, 20, 25, 27, 32, 38, 39, 45, 60, 61, 63, 72, 75, 79, 140

customer trust, 29, 31