The Wallet Allocation Rule
Winning the Battle for Share
Customer satisfaction, Net Promoter Score (NPS), likelihood to recommend-today's businesses pour millions into metrics for tracking and analyzing these so-called leading indicators of business growth. But what if increases in these customer loyalty metrics do not translate into growth? An outside-the-box question, and precisely the one that the authors of The Wallet Allocation Rule sought to answer in their landmark research, originally published in the Harvard Business Review and the MIT Sloan Management Review. The results have already made waves in the business community. It turns out that not only is investing in customer satisfaction and…
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Produktdetails
Weitere Autoren: Buoye, Alexander J. / Keiningham, Timothy L. / Williams, Luke
- ISBN: 978-1-119-03728-6
- EAN: 9781119037286
- Produktnummer: 19382534
- Verlag: Wiley
- Sprache: Englisch
- Erscheinungsjahr: 2015
- Seitenangabe: 240 S.
- Plattform: EPUB
- Masse: 6'573 KB
Über den Autor
TIMOTHY KEININGHAM is Global Chief Strategy Officer at Ipsos Loyalty, a professional services firm dedicated exclusively to customer experience, satisfaction, and loyalty. LERZAN AKSOY is Professor of Marketing at Fordham University Schools of Business. LUKE WILLIAMS is Vice President at Ipsos Loyalty, where he leads the day-to-day activity of large-scale research engagements. ALEXANDER BUOYE is Assistant Professor of Marketing at Fordham University Schools of Business.
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