Chris Malone is the Founder and Managing Partner of the research-based consulting firm, Fidelum Partners, and has previously held senior marketing positions at leading organizations such as Choice Hotels, ARAMARK, Coca- Cola, the National Basketball Association, and Procter & Gamble and has consulted to a broad range of Fortune 500 companies.

Chris is co-author of the award-winning book, The HUMAN Brand: How We Relate to People, Products & Companies.  He is also a frequent guest and contributor to CNBC, FOX Business, Bloomberg TV, Wall Street Journal Live, Forbes and Businessweek.

In this episode, Chris talks about the work he does with his current company, what the warmth and competence human perception model is, what led Chris to study this model and write his book, what we can do to ensure others perceive warmth in us, the role confidence plays in both warmth and competence, how his work relates to customer service, and more!

Mentioned in this episode:

• Fidelum Partners
• The Loyalty Test
• Harvard Business Review Article by Amy J.C. Cuddy | Just Because I’m Nice, Don’t Assume I’m Dumb
• Smart Customer Service Conference

Play here (the red triangle below), on iTunes, Stitcher or TuneIn Radio (Amazon Alexa) or wherever you listen to podcasts.