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, ...
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