Publisher Description
Companies spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. Unfortunately, these metrics don't link to what matters most: share of wallet (i.e., the share of spending in a category that customers give to a brand). The Wallet Allocation Rule presents a revolutionary approach for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review The Wallet Allocation Rule provides managers with a definitive way to drive beyond traditional customer satisfaction and NPS to achieve goals for profitability, market share, and growth.
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About the Authors
Lerzan Aksoy is an acclaimed expert in the science of loyalty management. She is associate professor of marketing at Fordham University, New York. Aksoy has coauthored and coedited several books on loyalty and service, including Loyalty Myths, Customer Lifetime Value, and Profit Maximization Through Customer Relationship Marketing.
Walter Dixon is a broadcast media veteran of more than twenty years’ experience with a background in theater and performing arts and voice work for commercials. After a career in public radio, he is now a full-time narrator with more than fifty audiobooks recorded in genres ranging from religion and politics to children’s stories.
About Christopher Kipiniak
Christopher Kipiniak is known for his work on Deal Travis In, Headcrusher, and Alien Agenda: Under the Skin.