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The Wallet Allocation Rule: Winning the Battle for Share
MP3 CD Format
Companies spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. Unfortunately, these metrics don't link to what matters share of wallet (i.e., the share of spending in a category that customers give to a brand). The Wallet Allocation Rule presents a revolutionary approach 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 The Wallet Allocation Rule provides managers with a definitive way to drive beyond traditional customer satisfaction and NPS to achieve goals for profitability, market share, and growth.
Companies spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. Unfortunately, these metrics don't link to what matters share of wallet (i.e., the share of spending in a category that customers give to a brand). The Wallet Allocation Rule presents a revolutionary approach 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 The Wallet Allocation Rule provides managers with a definitive way to drive beyond traditional customer satisfaction and NPS to achieve goals for profitability, market share, and growth.
- GenresBusinessNonfiction
1 pages, Audio CD
First published February 4, 2015
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Displaying 1 - 3 of 3 reviews
August 12, 2017
Thinking of loyalty in terms of wallet allocation is a helpful construct for business with lots of transactions. There are so many companies fixated on measuring or moving their NPS, and it's helpful to consider this as an alternative method of evaluating the health of your business.
When I was introducing the concept to my team, I brought up the restaurant industry. There might be dozens of restaurants I would recommend to a friend (think NPS), but then there is the grungy Mexican joint around the corner where my husband and I spend 3/4 of our budget to eat out, because they've mastered some of our favorite foods. So while I would readily recommend other eateries, the important metric in this case is where my money is actually spent (share of wallet).
When I was introducing the concept to my team, I brought up the restaurant industry. There might be dozens of restaurants I would recommend to a friend (think NPS), but then there is the grungy Mexican joint around the corner where my husband and I spend 3/4 of our budget to eat out, because they've mastered some of our favorite foods. So while I would readily recommend other eateries, the important metric in this case is where my money is actually spent (share of wallet).
August 22, 2025
this book was really eye-opening for me. the main idea is: for marketers, don’t just keep measuring nps, and market share alone is not enough either. instead, focus on your relative satisfaction ranking and what actually brings you money.
something can make your user very happy, but not bring revenue (like UI). also, a customer might love you and give you 9/10, but they also give another brand 9/10 or even 10/10. that means their elasticity is high, and they are risky for you. but if someone gives you 8/10 and you are their number one choice, this customer is actually more valuable. the book says: don’t miss her.
the book gave me so much joy. i recommended it to everyone interested in these topics. it was really fun to read. i hope i can also integrate it into my own work.
ps. i thought a book that won so many awards would have more reviews on goodreads. i was a bit surprised i'm 3rd lol
something can make your user very happy, but not bring revenue (like UI). also, a customer might love you and give you 9/10, but they also give another brand 9/10 or even 10/10. that means their elasticity is high, and they are risky for you. but if someone gives you 8/10 and you are their number one choice, this customer is actually more valuable. the book says: don’t miss her.
the book gave me so much joy. i recommended it to everyone interested in these topics. it was really fun to read. i hope i can also integrate it into my own work.
ps. i thought a book that won so many awards would have more reviews on goodreads. i was a bit surprised i'm 3rd lol
March 10, 2023
Muy aburrido en audiolibro, mejor ver el video de youtube.
Displaying 1 - 3 of 3 reviews