Papers

Social Networks and Online Communities Create Elastic Ties and Surprisingly Powerful Pay-offs, John I. Todor, CustomerThink, January, 2008, http://www.customerthink.com/print/2832.

Why Online Communities Matter, John I Todor, Ph. D. December, 2007. Download

The Client's Role in Building Business Relationships, John I. Todor, Ph. D. and R Blake Hendrix, September 2007. Download

Customer Relationships in a Web 2.0 World, John I Todor, Ph. D. and William D. Todor Ph. D., August, 2007. Download

Elevate the Dialog: The Pathway to Sustainable Profits, Growth and Customer Equity, John I. Todor, Ph.D. and William D. Todor, Ph.D., April, 2007. Download

Why Customer Engagement Pays Dividends, John I. Todor, Ph.D., June 2007. Download

Don’t Compete on Price: Competitive Strategies for the Small Business, A discussion between Small business consultant Blake Hendrix of saltmineconsulting.com and John I. Todor, Ph.D., of The Whetstone Edge, LLC, March 26, 2007. Download

Getting Prospects Engaged - The Pheedo Way, John I Todor, January, 2007, Download

Employee Engagement and the Customer Experience, William D. Todor, 12/20/06. Download

The Psychology of the Customer Experience, John I. Todor, Cincom’s Expert Access,12/19/06. Download

Selling to the Right Personality for Loyalty and High Lifetime Value, John I. Todor and William D. Todor, 12/18/06. Download

Addicted Customers: How to Get Them Hooked, John I. Todor, Customer Management, cover story, Nov/Dec, 2006. Download

Customer Trust and Loyalty, John I. Todor, published by Market Day and www.PoolOnline.com, October, 2006. Download

Tires and Bicycles: The Split Buying Personality of Customers, William D. Todor and John I. Todor, April, 2006. Download

Customer Equity and Profitability, John I. Todor and William D. Todor, June, 2003. Download

Print in Today’s Digital World: New Strategies for Effective Business Communication, John I. Todor and William D. Todor, Smart Business Magazine, June, 2002. Download

Relationship Marketing: Strategies and Technology, John I. Todor, Target Marketing magazine, April, 2000. Download

Organizational Change for Relationship Marketing, William D. Todor, Target Marketing magazine, April, 2000. Download

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BLOGS
       On Customers
       Engaged Employee
       CustomerThink
       The Perfect Customer
       Experience

BOOKS AND RESOURCES
       Books / Papers
       Recommended Reading

SPEAKING
       Speaker's Kit
       Presentations
       Topics
       Speaker Bios

MENTORING
       Mentoring Philosophy
       Brain Trust for Action
       Workshops
       Coaching Programs

 

The Whetstone Edge, LLC, is a customer experience consulting and training firm that applies scholarly research on human behavior to buyer-seller dynamics including customer loyalty, trust, retention, customer service, CRM—customer relationship management, and marketing strategy. Customer care, acquisition, and client relationships are profoundly affected by the underlying psychological principles of CEM—customer experience management—that lead to customer satisfaction, trust, loyalty, and long term, lifetime value for businesses.