Books · 1994–Present
Why do customer satisfaction scores keep improving while market share stands still? The Wallet Allocation Rule answers with a simple, rigorously validated insight: what drives share of wallet is not how customers rate a brand, but how they rank it against the other brands they also use. The book gives managers a practical formula for converting rank into share of wallet, diagnosing why customers divide their spending among competitors, and focusing investment where it actually grows revenue.
Visit walletrule.com →Six authored books on customer loyalty, service quality, and customer experience.
Grounded in the landmark Ipsos Loyalty Study, the book demonstrates that loyalty is essential not only to business success but to satisfying relationships and overall happiness, drawing on research across philosophy, sociology, psychology, economics, and management.
Assembles 53 widely held beliefs about customer loyalty and tests each against actual customer records from multinational corporations, revealing most to be wrong or misconceived, and identifying the tactics the data actually support.
Shows that merely satisfied customers defect, and how leading companies move customers beyond satisfaction to delight, with measurable effects on repeat purchase, retention, and loyalty.
A comprehensive treatment of the marketing and management of services, integrating service quality, customer satisfaction, and profitability.
Introduced the Return on Quality (ROQ) framework for making service quality financially accountable, the foundation of the Journal of Marketing award-winning ROQ research stream.
Three edited volumes on customer relationship marketing and customer lifetime value.