The Hidden Drivers of Consumer Brand Loyalty

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You have perks for your most loyal consumers, social media tactics to engage them, and a growing focus on consumer-intimacy.  Amidst all the changes in consumer media consumption, shopping habits, promotional tactics, and technology, it's gotten harder and harder to maintain lasting brand loyalty. If you're like many marketers, you're looking for an anchor of stability in the stormy sea of change that surrounds us.

It turns out that research by renowned social psychologists has revealed startling new insights on how brands can build stronger consumer loyalty, in spite of continuous technological change.

Recent research with academics at Princeton on over 30 brands with 5000 consumers has revealed untapped drivers of consumer behavior that most well known brands are performing poorly on.

During this session, you'll learn about these hidden drivers of consumer loyalty and how they can be leveraged to:

  • Increase consumer loyalty and retention
  • Reduce the costs of consumer acquisition
  • Create sustainable differentiation from competitors
  • Turbo charge your social media strategies and results

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Start: Wednesday, September 28, 2011 at 1:00pm

End: Wednesday, September 28, 2011 at 2:00pm



Chris Malone is Relational Capital Group's Chief Advisory Officer. He leads our Advisory Services practice that helps clients strengthen the customer, colleague and brand relationships that drive their business performance.

An accomplished senior leader, with over 20 years of sales, marketing and organizational leadership experience, Chris has a track record of driving growth and profitability at leading organizations such as Choice Hotels, ARAMARK, Coca-Cola, the National Basketball Association, and Procter & Gamble.

Chris most recently served as Chief Marketing Officer for Choice Hotels, one of the largest hotel companies in the world, with over 6,000 hotels open worldwide. At Choice, Chris led the company's 800 person global consumer marketing, worldwide travel industry sales, e-commerce and reservations organization. Previously Chris served as Senior Vice President, Marketing for ARAMARK Corporation, a multinational food, facility and uniform services enterprise with over $12 billion in revenue annually. Prior to joining ARAMARK, he was a co-founder and principal consultant at Zyman Marketing Group, a marketing strategy consultancy offering brand building, business strategy and growth acceleration services to companies across a number of industries.

Chris holds a bachelor of science degree from the University of Maryland at College Park and an MBA from the The Wharton School of the University of Pennsylvania.