| 1 | | A Call to Change | | 1 |
| 2 | | The Making of a Brand-Hostile World | | 13 |
| 3 | | Why All Consumers Are Not Created Equal | | 27 |
| 4 | | The Changing Nature of Brand Loyalty | | 49 |
| 5 | | A New Strategy for Brand Growth | | 71 |
| 6 | | The Promotion Paradox | | 93 |
| 7 | | The Right Place with the Right Message | | 119 |
| 8 | | Involving the Consumer with the Brand | | 139 |
| 9 | | The Measured Impact of Brand-Loyalty Programs | | 165 |
| 10 | | Enabling Differential Marketing Through Technology | | 179 |
| 11 | | Advertising in the Differential Marketing Plan | | 195 |
| 12 | | Sales Promotion and Trade Relations in the Differential Marketing Plan | | 219 |
| 13 | | Putting Differential Marketing to Work | | 241 |
| 14 | | Making Differential Marketing Pay | | 259 |
| 15 | | Differential Marketing: The Conceptual On-Ramp to the Information Superhighway | | 275 |
| | | Epilogue: The Challenge to Change | | 297 |
| | | Endnotes | | 301 |
| | | Index | | 309 |