Index
A
anchoring bias, 23-24
appropriate reasons to contact customers, 217-222
availability bias, 24-25
B
binary brain, 26, 41-42,66, 136, 178
breaking the loop in Stage Two, 103-106
C
Carousel Theory, 213-216
Cialdini, Robert, 16-17, 26,62, 119-120, 125
cognitive dissonance, 29
coherence, 29
competitors, experiencing your, 148-153
confirmation bias, 29
consistency, 210-212
critical thinking, 27
customer archetypes, 67-70
Customer Iron Cage, 212-213
customer resistance, removing, 118-125 three types of, 126-129
customer value, maximizing, 176-178
D
delighting customers, 131-132, 159-160, 166, 183, 223
dynamic of the customer relationship, changing the, 136-137
E
Ebbinghaus, Hermann, 192-193
emotion, role of, 36-43
Evergreen Experience Audit, ...
Get The Customer Loyalty Loop now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
