The Customer Equity Initiative

Robert T. Stacey - President - AARM talks with with co-program directors John I. Todor, Ph.D. and William D. Todor, Ph.D. about the rationale behind the Initiative and its purpose. Learn how the Initiative can help you and your company gain and sustain profits and growth by building customer equity.

Click Here to download.

Nurturing Addicted Customers by John I. Todor, Ph.D. and Robert T. Stacey Robert Stacey, President of AARM interviews John Todor, in depth, about his new book: Addicted Customers: How to Get Them Hooked on Your Company. An Addicted Customer is: (1) one who is emotionally and psychologically engaged in the customer experience enabled by a product; (2) a person who derives gratification from his or her involvement in a customer experience; (3) one who willingly scrimps elsewhere to be able to splurge on desired customer experiences; (4) an individual who seeks a relationship with a company because its offering enables an emotionally gratifying experience and an authentic relationship evolves. Robert reacts to the central concepts and engages John in a lively discussion about companies who are applying the concepts and reaping the benefits—sustainable profits and growth.

Available Now. Click here to purchase Seven CD Series $395 (USD)

Available Now. Click here to purchase
Seven CD Series $395 (USD)

The Psychology of the Customer Experience
John I. Todor, Ph.D. interviewed by Robert T. Stacey

Robert Stacey, President of the Association for the Advancement of Relationship Marketing interviews John Todor about his new book: Addicated Customers: How to Get Them Hooked on Your Company. Customers exhibit a split personality when making purchase decisions. When they purchase commodities they take an indifferent stance and focus on price and convenience. Indifferent customers are inherently not loyal, in fact, they often are adversarial. In contrast, when the customer experience enabled by an offering is emotionally and psychologically engaging, the experience has meaning to the customer. Engaged customers are highly loyal and value the relationship.

Available Now. Click here to purchase

One hour CD $49 (USD)

Building Customer Equity - The Pursuit of Win-Win-Win Customer Relationships
John I. Todor, Ph.D. and William D. Todor, Ph.D., interviewed by Robert T. Stacey

Robert Stacey, President of the Association for the Advancement of Relationship Marketing interviews John Todor and Bill Todor, about the founding principles of The Whetstone Edge, LLC. In Win-Win-Win business relationships, the main participants shift from being adversarial to co-operative and even collaborative. Everyone wins. Customers will get more than a product or service. They’ll get the emotional fulfillment they desire. When this happens, they eagerly and willingly commit to long-term relationships. Employees become engaged, they build psychological equity, which enables them to make essential, positive contributions to the customer experience. Companies, by delivering a desirable customer experience, will build customer equity—the wealth creating potential that lies in their relationships with their customers.

Available Now. Click here to purchase

40 minute MP3 Download $25 (USD)