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Author Keiningham, Timothy L.

Title The wallet allocation rule : winning the battle for share / Timothy L. Keiningham, Lerzan Aksoy, and Luke Williams with Alexander Buoye. [O'Reilly electronic resource]

Publication Info. Hoboken, New Jersey : Wiley, 2015.
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Description 1 online resource
Note Includes index.
Summary "Customer Loyalty Isn't Enough--Grow Your Share of WalletThe Wallet Allocation Rule is a revolutionary, definitive guide 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, this landmark book introduces a new and rigorously tested approach--the Wallet Allocation Rule--that is proven to link to the most important measure of customer loyalty: share of wallet.Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp--the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth"-- Provided by publisher
Bibliography Includes bibliographical references and index.
Contents Title Page; Copyright; Dedication; Preface; Notes; Foreword; Chapter 1: It's "Oh My God!" Bad; Growth Is Hard to Find; Deconstructing Market Share; Different Metric, Same Outcome; Satisfaction ̀"Market Share; Satisfaction ̀"Share of Wallet; Always Wrong on Average; A Cautionary Tale; The Moral of the Story?; Notes; Chapter 2: Eureka! The Discovery of the Wallet Allocation Rule; Getting There; Determining Your Rank; The Wallet Allocation Rule and Share: The Evidence; The "Best" Metric?; Why Does the Wallet Allocation Rule Work?; Using the Wallet Allocation Rule; Wallet Allocation Rule Strategy.
How to Improve Your RankThe Rule in Practice; Conclusion; Notes; Chapter 3: The Wallet Allocation Rule in Action; Grinding a New Set of Lenses; Putting the Wallet Allocation Rule to Work; Conclusion; Notes; Chapter 4: Customers as Assets; The Wallet Allocation Rule Is Not a Panacea; Revenue ̀"Profits; Short-Term Gain, Long-Term Pain; Money-Losing Delighters; Aligning Satisfaction, Share of Wallet, Revenue, and Profit; Conclusion; Notes; Chapter 5: New Metrics That Matter for Growth; Glass Houses and Stones; Must-Have Marketing Metrics; Customer Satisfaction; Key Drivers and Market Barriers.
Demand EvidenceNotes; Chapter 6: Making It Happen; Rule 1: Get the Data Right; Rule 2: Set the Right Performance Standards; The Next Disruption; Notes; Afterward: What's Next?; Establish That You Need It; Get Help; Let's Talk; Connect with Us; Visit www.walletrule.com; Notes; Appendix A: Quick Start Guide; What Is the Wallet Allocation Rule?; Wallet Allocation Rule Strategy; Identifying Opportunities for Improving Share of Wallet; An Example in the Credit Union Industry; Conclusion; Notes; Appendix B: Frequently Asked Questions; When Is It Appropriate to Use the Wallet Allocation Rule?
Does the Wallet Allocation Rule Work with All Satisfaction Metrics?Is There a Preferred Metric We Should Use to Determine a Brand's Rank?; How Do I Ensure That All Relevant Competitors Are Ranked?; What Metrics Should Be on My "Dashboard" Related to the Wallet Allocation Rule?; Why Does the Wallet Allocation Rule Work?; Will Relative Net Promoter Score Work?; Isn't Share of Wallet Just a Function of a Brand's Reach (i.e., Penetration)?; Visit www.walletrule.com; Notes; Acknowledgments; Principal Contributors; Notes; About the Authors; Timothy Keiningham, PhD; Lerzan Aksoy, PhD; Luke Williams.
Alexander Buoye, PhDIndex; End User License Agreement.
Subject Customer loyalty.
Customer relations -- Management.
Consumer behavior.
Consommateurs -- Fidélité.
Consommateurs -- Comportement.
Consumer behavior
Customer loyalty
Customer relations -- Management
Other Form: Print version: Keiningham, Timothy L. Wallet allocation rule. Hoboken, New Jersey : John Wiley & Sons, Inc., 2015 9781119037316 (DLC) 2014036989
ISBN 9781119209867 (electronic bk.)
1119209862 (electronic bk.)
111903731X
9781119037316
(hardback)
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