Table of Contents
Acknowledgments xi
Introduction: Back to the Future 1Why our immediate future so strongly resembles our distant past
1 Warmth and Competence 19The two timeless judgments that drive our behavior toward others
2 The Loyalty Test 39Why we expect companies and brands to commit to us first
3 The Principle of Worthy Intentions 61The simple and reliable way to demonstrate warmth and competence
4 The Price of Progress 85How faceless commerce leads to a focus on discounts
5 Take Us to Your Leader 105What we learn from the people behind the things we buy
6 Show Your True Colors 127Why mistakes and crises are a golden loyalty opportunity
7 The Relationship Renaissance 151Navigating the road ahead
Notes 169
About the Authors 185
Index 187