Customers as Assets

Although the Wallet Allocation Rule makes it possible to strongly link satisfaction (and other commonly used customer loyalty metrics) to share of wallet, greater share of wallet is not a panacea. If managers want to make a positive return on their investments to enhance the customer experience, the...

Ausführliche Beschreibung

Bibliographische Detailangaben

Hauptverfasser:	Buoye, Alexander J, Aksoy, Lerzan, Williams, Luke, Keiningham, Timothy L
Format:	Buchkapitel
Sprache:	eng
Schlagworte:	customer retention customer satisfaction money‐losing delighters net promoter score share of wallet short‐termism wallet allocation rule
Online-Zugang:	Volltext
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