<Embed>
FREE Shipping on your first order. Details
Arrives: Thursday, Oct 1
Fastest delivery: Friday, Sep 25 Details
Only 15 left in stock (more on the way).
As an alternative, the Kindle eBook is available now and can be read on any device with the free Kindle app. Want to listen? Try Audible.
Your transaction is secure
We work hard to protect your security and privacy. Our payment security system encrypts your information during transmission. We don’t share your credit card details with third-party sellers, and we don’t sell your information to others. Learn more
Ships from Amazon.com
Sold by Amazon.com
Ships from
Amazon.com

Sold by
Amazon.com

Return policy: Returnable within 30 days of receipt
In most cases, items shipped from Amazon.com may be returned for a full refund.
FREE Shipping on your first order. Details
Condition: Used: Good
Comment: This book is in Good condition. This book contains some minor shelf/reading wear on cover/dust jacket. Some page corners might have some minor creases. There is a black or other colored marker marking on top, bottom, and/or side of book. There is either some stickers or sticker residue on book cover (Not sticky) Otherwise this book is very clean with crisp pages. 100% Satisfaction Guaranteed! Ships directly from Amazon!

Other Sellers on Amazon
Add to Cart
$17.67
+ Free Shipping
Sold by: -Book Bargains-
Add to Cart
$18.00
+ Free Shipping
Sold by: Your Online Bookstore
Add to Cart
$15.22
+ $3.99 shipping
Sold by: indoobestsellers
Have one to sell?
Loading your book clubs
There was a problem loading your book clubs. Please try again.
Not in a club? Learn more
Amazon book clubs early access

Join or create book clubs

Choose books together

Track your books
Bring your club to Amazon Book Clubs, start a new book club and invite your friends to join, or find a club that’s right for you for free.
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more

Follow the Authors

See all
Something went wrong. Please try your request again later.


The Wallet Allocation Rule: Winning the Battle for Share Hardcover – Illustrated, February 2, 2015

4.2 out of 5 stars 70 ratings

See all formats and editions Hide other formats and editions
Price
New from Used from
Kindle
Hardcover, Illustrated
$19.95
$8.00 $1.63

Amazon Book Review | Discover your next great read
click to open popover

Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
    Apple
  • Android
    Android
  • Windows Phone
    Windows Phone
  • Click here to download from Amazon appstore
    Android

To get the free app, enter your mobile phone number.

kcpAppSendButton

Frequently bought together

  • The Wallet Allocation Rule: Winning the Battle for Share
  • +
  • The Effortless Experience: Conquering the New Battleground for Customer Loyalty
  • +
  • Would You Do That to Your Mother?: The "Make Mom Proud" Standard for How to Treat Your Customers
Total price: $55.84
Buy the selected items together

Special offers and product promotions

Editorial Reviews

Review

This is it! Finally, something definitive about what it takes to win the battle for share of customers' hearts, minds, and wallets.  Backed by rock-solid science, The Wallet Allocation Rule is a definite must read.
Peter Jueptner, EVP of Strategy and New Business Development, Esteé Lauder Inc.
   
Groundbreaking work for marketing leaders and a must read. The Wallet Allocation Rule is the next big thing!
Jim Welch, Director, PwC's PRTM Management Consulting
   
They put the Wallet Allocation Rule to the test and it performs.
George Stalk, Senior Advisor, The Boston Consulting Group

From the Author

The impetus for this book began as a quest for an answer to a problem that quite literally had shaken us to our core. We have dedicated our careers to helping companies win through improved customer loyalty. Throughout our careers, however, we consistently found that most of the things we were told about loyalty were wrong.

With each new set of myths we uncovered, we sought to set the record straight. We co-authored several books (Loyalty Myths, Return on Quality, The Customer Delight Principle, and Why Loyalty Matters) and award-winning papers so that the business community could gain from our insight and avoid the pitfalls we found.

But there was one overwhelming problem that we could not explain away. The measures we use to gauge customers' perceptions of their experience (e.g., satisfaction and Net Promoter Score) are so weakly correlated to customers' share of category spending with the brands that they use that the metrics are managerially irrelevant.

This problem challenged everything we believed about customer satisfaction and loyalty. Specifically, we expect more satisfied and loyal customers to devote more of their spending to a brand. That expectation is the primary reason that efforts to improve satisfaction and loyalty are supposed to be good business decisions.

The truth was horribly bad. On average, customers' satisfaction (or Net Promoter Score) levels explain around 1 percent of the variation in customers' share of category spending. No good manager knowingly makes decisions about how to allocate a company's scarce resources based on a 1 percent model fit.

The reality, however, is that we have in effect been doing this every time we ask managers to focus on improving the customer experience to improve business outcomes. Sadly, the purportedly better-fitting models presented to managers to justify these efforts are almost always based on very bad statistics.

The result has been that businesses seldom see meaningful returns on their efforts to improve the customer experience. Not surprisingly, this has caused managers to question using these metrics to guide their businesses.

Given the seriousness of the problem, we were compelled to see if there was a better way. We began an intensive investigation to uncover why satisfaction and other commonly used metrics do not link to customers' share of spending.

The result of this investigation was the discovery of the Wallet Allocation Rule, a simple formula that managers could use to determine the share of wallet that customers allocated to their brands.

The Wallet Allocation Rule was introduced in the Harvard Business Review and received the Next Gen Disruptive Innovation Award.  It has been subjected to rigorous scientific investigations. In addition, many of the strategies and tactics outlined in this book were introduced in the MIT Sloan Management Review.

Our goal in writing this book is to make businesses' efforts to improve customer satisfaction and loyalty pay dividends by giving managers a tool that we have proven works. We believe strongly that companies that apply the Wallet Allocation Rule can distinguish themselves in the eyes of both their customers and their shareholders.

Product details

  • Item Weight : 15 ounces
  • Hardcover : 240 pages
  • ISBN-10 : 111903731X
  • ISBN-13 : 978-1119037316
  • Product Dimensions : 6.2 x 1 x 9.1 inches
  • Publisher : Wiley; 1st Edition (February 2, 2015)
  • Language: : English
  • Customer Reviews:
    4.2 out of 5 stars 70 ratings
Pages with related products. See and discover other items: marketing strategy, timothy williams, marketing metrics