C-Suite Network™

Timothy Keiningham

Book Description

Customer Loyalty Isn’t Enough. Grow Your Share of Wallet! The Wallet Allocation Rule by Timothy Keiningham 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 by Tim Keiningham provides managers with a blueprint for sustainable long-term growth.

About the Author

Tim Keiningham is global chief strategy officer at Ipsos Loyalty, the world’s leading professional services firm dedicated exclusively to customer experience, satisfaction, and loyalty with in excess of 1,100 dedicated expert staff located in more than 80 countries. A prolific writer, Tim has authored or edited nine books. He also works to expand the science and practice of marketing and management and has published numerous papers in leading management journals (e.g., Harvard Business Review and MIT Sloan Management Review) and leading academic journals (e.g., Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Service Management).

Tim’s research has received more than a dozen prestigious scientific awards, including: – INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years – Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice) – Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews – Service Excellence Award (best paper) from the Journal of Service Research – Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice) – Next Gen Disruptive Innovation Award for the discovery of the Wallet Allocation Rule.

Tim received a BA from Kentucky Wesleyan College (USA), an MBA from Vanderbilt University (USA), and a PhD from Staffordshire University (UK).|Tim Keiningham is global chief strategy officer at Ipsos Loyalty, the world’s leading professional services firm dedicated exclusively to customer experience, satisfaction, and loyalty with in excess of 1,100 dedicated expert staff located in more than 80 countries. A prolific writer, Tim has authored or edited nine books. He also works to expand the science and practice of marketing and management and has published numerous papers in leading management journals (e.g., Harvard Business Review and MIT Sloan Management Review) and leading academic journals (e.g., Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Service Management).

Tim’s research has received more than a dozen prestigious scientific awards, including: – INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years – Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice) – Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews – Service Excellence Award (best paper) from the Journal of Service Research – Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice) – Next Gen Disruptive Innovation Award for the discovery of the Wallet Allocation Rule.

Tim received a BA from Kentucky Wesleyan College (USA), an MBA from Vanderbilt University (USA), and a PhD from Staffordshire University (UK).|Tim Keiningham is global chief strategy officer at Ipsos Loyalty, the world’s leading professional services firm dedicated exclusively to customer experience, satisfaction, and loyalty with in excess of 1,100 dedicated expert staff located in more than 80 countries. A prolific writer, Tim has authored or edited nine books. He also works to expand the science and practice of marketing and management and has published numerous papers in leading management journals (e.g., Harvard Business Review and MIT Sloan Management Review) and leading academic journals (e.g., Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Service Management).
Tim’s research has received more than a dozen prestigious scientific awards, including: – INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years – Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice) – Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews – Service Excellence Award (best paper) from the Journal of Service Research – Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice) – Next Gen Disruptive Innovation Award for the discovery of the Wallet Allocation Rule.
Tim received a BA from Kentucky Wesleyan College (USA), an MBA from Vanderbilt University (USA), and a PhD from Staffordshire University (UK).

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