Index

A

  1. ABN Amro
  2. Affordability barrier
  3. Agricultural Bank of China (ABC)
  4. Akbank (Turkey)
  5. Aldi
  6. Aligning customer experience: step 1: use the Wallet Allocation Rule to link satisfaction and share of wallet; step 2: align share of wallet and revenue objectives; step 3: align revenue and profit objectives
  7. American Customer Satisfaction Index (ACSI): comparing McDonald’s, Burger King, and Wendy’s; as customer satisfaction metric; examined as predictor of growth
  8. Arrow Bank (Thailand): description of; examining the NPS of; Wallet Allocation Ruler drivers of share of wallet
  9. AT&T
  10. Averages: fans vs. non-fans satisfaction and spending; how they can be misleading

B

  1. Ball, Lucille
  2. Bank of China (BOC)
  3. Bank of Communications (BANKCOMM) [China]
  4. Banking. See Business banking; Retail banking
  5. Barclays
  6. Barriers. See Market barriers
  7. Boorstin, Daniel J.
  8. Booz & Company
  9. Brand rank: average number of brands used to determine; customers’ relative satisfaction levels and perceived; determining your company’s; difference between first choice and second choice; distinguishing between drivers of satisfaction and drivers of; how different wallet shares result from customer perception of; how to improve your; key drivers of; market barriers to; market share as strongly linked to; percent first choice to determine; share of wallet used to determine; Wallet Allocation Rule strategic issues related to. See also Competitors
  10. Brands: analyzing satisfaction and corresponding first-choice; average number used by customers; buying decision based on competitive alternatives vis-à-vis; collecting data on the wrong; collecting data on the wrong people or use of; conditional-use; customer intention to recommend; damage to Chilean pharmacy retailing; difference between first choice and second choice; drivers of satisfaction and share of wallet for Tim Hortons; high-loyalty; JCPenney rebranded as the JCP; penetration of; percent first choice of; satisfaction with mass market versus niche ; “Share of Best” Grid of; Top-2 box satisfaction scores of Canadian QSR; usage of; Wallet Allocation Rule to calculate share of wallet by. See also Customer switching; Firms
  11. Brazilian grocery retailing: description of; Wallet Allocation Rule to determine business drivers
  12. Brico Dépôt (France)
  13. British Medical Journal
  14. Burger King
  15. Business banking: in Thailand; Wallet allocation Rule drivers of share of wallet. See also Retail banking
  16. Business growth: as CEO focus debate over ACSI and NPS as predictors of; headroom for; relationship between customer satisfaction and; relationship between NPS and; story of HomeBanc Mortgage’s; three variable required for creating organic; word of mouth relationship to. See also Firms

C

  1. Canadian quick-serve restaurant (QSR) market: description of the; drivers of satisfaction and share of wallet for Tim Hortons; NPS or satisfaction-based metrics used by the; Top-2 box satisfaction scores of the
  2. Carrefour Hyper (Brazil)
  3. Castorama (France)
  4. Centennial Medical Center
  5. Change. See Organizational change
  6. Chedraui (Mexico)
  7. Chief executive officers (CEOs): customer loyalty as top priority of; organization change role of the; profits and growth focus of; typical attitude toward marketing by
  8. Chief marketing officers (CMOs): customer loyalty as top priority of; customer loyalty metrics tracked by; evidence of distrust of CEO toward their; organization change role of the
  9. China Construction Bank (CCB)
  10. China Merchants Bank (CMB)
  11. China’s People’s Liberation Army
  12. Chinese retail banking: customer relationship management (CRM) strategy used in; description of; satisfaction, Wallet Allocation Rule, and share of wallet in
  13. Cirque du Soleil
  14. Citibank
  15. Clinical Evidence study
  16. CNBS Financial Group
  17. Coca-Cola
  18. Comerial Mexicana (Mexico)
  19. Companies. See Firms
  20. Competitors: analysis to determine reasons for customer use of; determining how much of your customers’ money goes to; understanding why your customers use your; Wallet Allocation Rule and impact of your brand; Wallet Allocation Rule case study on customer purchase from. See also Brand rank; Wallet Allocation Rule practice cases
  21. Conditional-use brands
  22. Cooperative de Consumo (Coop) [Brazil]
  23. Credit unions. See U.S. credit unions
  24. Cumulative customer profitability
  25. Current Account Switch Guarantee (UK)
  26. Customer loyalty: as CEO and CMO top priority; customer retention and; how share of wallet is increased through; research on failure to turn customer satisfaction into; spending as demonstration of; word of mouth through. See also Customers
  27. Customer Loyalty Is Priceless (Gitomer)
  28. Customer loyalty myths: loyal customer cost less to serve; loyal customers are less price sensitive
  29. Customer profitability: aligning revenue and objectives for; aligning satisfaction, revenue, share of wallet, and; CEO focus on growth and; customer revenue versus profit issue of; top 20 percent of customers generating majority of
  30. Customer recommend intention
  31. Customer relationship management (CRM) [Chinese banking industry]
  32. Customer retention: business importance of; shifts in company strategies to ensure
  33. Customer satisfaction: aligning share of wallet, revenue, profit, and; analyzing first-choice selection corresponding to; averages and misleading belief that share of wallet is tied to; averages of fans vs. non-fans average spending and; Chinese banking industry’s CRM approach to; distinguishing between drivers of rank and drivers of; drivers of Tim Hortons; first choice brands and; Gossen’s second law on; high-sales stores and; hospitals and patient satisfaction rates; implications for managers of spending not linked to; mass market brand market share and; with mass market versus niche brands; mistake of taking short-termism approach to; Montgomery Ward’s promise on; as relative to competitive alternatives; research on relationship between business outcomes and; return on investment for Groupon offers and; Wallet Allocation Rule used to link share of wallet and; Wallet Allocation Rule used with metric of; as weak predictor of share of wallet . See also Customer satisfaction relationships; Wallet Allocation Rule practice cases
  34. Customer Satisfaction Is Worthless (Gitomer)
  35. Customer satisfaction metrics: American Customer Satisfaction Index (ACSI); Canadian quick-serve restaurant (WSR) use of; ecological fallacy of incorrectly using; how averages can be misleading; how managers use and misuse; issue of inputting erroneous values to; purchase intention; recommend intention; statistically significance concept of; three must-have; tracked by CMOs; Wallet Allocation Rule as the “best,” . See also Net Promoter Score (NPS); Share of wallet; Wallet Allocation Rule
  36. Customer satisfaction must-haves metrics: average number of brands used as; determining how much of your customers’ money goes to competitors as; percent first choice; share of wallet as
  37. Customer satisfaction relationships: between burger chain market share and satisfaction ; between business outcomes and satisfaction; between market share and satisfaction, ; between NPS and satisfaction; between price and satisfaction; between share of wallet to satisfaction. See also Customer satisfaction
  38. Customer switching: enticing; Lloyds TSB customer “barriers to,” ; needs-offer gap and; UK banking Current Account Switch Guarantee for. See also Brands
  39. Customers: breakdown of their experience with marketing; collecting data on the wrong people or; cumulative customer profitability of; difference between brand first choice and second choice by; efforts to understand minds’ of; enticing them to switch; Field of Dreams mentality regarding; JCP rebranding failure to capture; purchase intention of; retaining; steps for aligning experience of; wallet shares as result of perception of performance by; word of mouth to attract new. See also Customer loyalty

D

  1. David, Packard
  2. Deloitte
  3. Deming, W. Edwards
  4. Deutsche Bank
  5. Dia (Brazil)
  6. Disney
  7. “Disruptive Innovation” award
  8. DIY (do-it-yourself) retailing [France]: description of the; drivers of share of wallet for top
  9. Dollar Stores
  10. Drivers: business banking share of wallet; Chilean pharmacy retailing share of wallet vs. NPS; distinguishing between satisfaction and brand; French DIY (do-it-yourself) retailing share of wallet; key brand rank; measuring the wrong; MENA retail banking share of wallet vs. NPS; perceptual map of grocer retailing share of wallet; “share of mind” retail banking; Tim Hortons satisfaction and share of wallet; Turkish retail banking satisfaction vs. share of wallet; U.S. credit union; Wallet Allocation Rule to determine Brazilian grocery retailing,
  11. Drucker, Peter

E

  1. Ecological fallacy: description and causes of; National Geographic video example of
  2. Economist magazine
  3. Eisenhower, Dwight D.
  4. EU Commission
  5. Evidence-based management
  6. “Evidence-Based Management” (Pfeffer and Sutton)
  7. Extra (Brazil)

F

  1. Farmacias Ahumada (Chile)
  2. Farmacias Cruz Verde (Chile)
  3. Favaro, Ken
  4. Field of Dreams mentality
  5. Firms: CEO focus on growth of; customer first and second choices among brands and ; customer profitability of; determining competitive rank of your; marketing budgets of; revenue of ; Wallet Allocation Rule bringing organizational change in; Wallet Allocation Rule strategic issues related to operations of. See also Brands; Business growth
  6. First choice brands: brand ranked by percent of exclusive; difference between second choice and; satisfaction and
  7. Five Guys Burgers and Fries
  8. Florida Power & Light
  9. Fordham University
  10. Fornell, Claes

G

  1. Garanti Bank (Turkey)
  2. German retail banking: ATMs used as part of; cooperative banks (Volkbanken and Raiffeisenbanken) of; description of; direct banks (Internet banks); private banks of; savings banks (Sparkassen) of; “three pillars” of
  3. Ghent University
  4. Gitomer, Jeffrey
  5. Gossen’s second law
  6. Great Recession (2008): comparing Walmart and Target same store sales; increased Walmart same-store sales during; short-termism consequences demonstrated during the
  7. Grocer retailing: in Brazil; perceptual map of drivers of share of wallet for; perceptual map reflecting barriers to use; Wallet Allocation Rule case study on; Wallet Allocation Rule to examine Mexican supermarket chains
  8. Groupon offers
  9. Growth. See Business growth
  10. Gupta, Sunil

H

  1. Harley Davidson
  2. Harvard Business Review: on creating organic growth; on customer loyalty and share of wallet study; on customer retention strategies; on customer revenue versus profit issue; on customer word of mouth; “Don’t let the math scare you” quote from; on evidence-based management; on net income growth study findings; on Wallet Allocation Rule study findings
  3. Harvard Business School
  4. Headroom for growth
  5. Heraclitus
  6. Hewlett-Packard
  7. High-loyalty brands
  8. Hippocratic Oath
  9. Hofmeyr, Jan
  10. Holley, Charles
  11. Home Federal Savings & Loan
  12. HomeBanc Mortgage Corporation
  13. Hospital satisfaction rates
  14. HSBC
  15. Hypermarket competition

I

  1. IBM
  2. IMD Business School
  3. Industrial and Commercial Bank of China (ICBC)
  4. ING Bank
  5. International Journal of Bank Marketing
  6. Ipsos Loyalty
  7. I0015 Bank (Turkey)

J

  1. JCP
  2. JCPenney
  3. Jiffy Lube
  4. Johnson, Ron
  5. Journal of Marketing
  6. Journal of Patient Safety
  7. Journal of Service Management

K

  1. Kaplan, Robert S.
  2. Keiningham, Timothy L.
  3. Key Performance Indicators (KPIs): average number of brands used as; percent first choice as; share of wallet as
  4. Kmart
  5. Koestler, Arthur
  6. Kroger
  7. Kumar, V.

L

  1. Leeflang, Peter S. H.
  2. Lehmann, Donald
  3. Leo Burnett Worldwide
  4. Leone, Robert P.
  5. Leroy Merlin (France)
  6. Lerzan, Aksoy
  7. Lloyds TSB: impact of negative and positive barriers for ; improving fees and services to increase share of wallet; ordered spilt (2008) of; potential market impact on competitors from change in performance of; separated into Lloyds Bank and TSB
  8. Lloyds TSB customers: “barriers to switching” for ; description of the; other banks used as a percent of the total; Wallet Allocation Rule driver analysis of
  9. Louw, Alice
  10. Loyalty Myths (Keiningham, Vavra, Lerzan, and Aksoy)

M

  1. Malcolm Baldrige National Quality Award
  2. Management practice: analyzing satisfaction and corresponding first-choice selection; customer satisfaction versus market share ; evidence-based; must-have marketing metrics for
  3. Managers: aligning satisfaction, revenue, share of wallet, and profit; business results of share of wallet focus by; Field of Dreams mentality by; how satisfaction metrics are used and misused by; lack of insight in how to use competitive rank by; misleading belief of spending link to satisfaction; ramifications of the Wallet Allocation Rule for; satisfaction does not link to spending implications for; short-termism mistake by; understanding key drivers and barriers to share of wallet; understanding of opportunities for growth and ROIs; Wallet Allocation Rule strategic issues for; Wallet Allocation Rule’s customer-centric perspective for
  4. Market barriers: affordability; distribution channel; Lloyds TSB; measuring the wrong; perceptual map reflecting grocery retailer; shared buying decision
  5. Market share: deconstructing; formula for calculating; how to improve your rank and; JCP rebranding failure to capture; mass market brand satisfaction and; relationship between burger chain satisfaction and; relationship between customer satisfaction and, ; as strongly linked to competitive rank
  6. Market share components: penetration; share of wallet; usage. See also Share of wallet
  7. Marketing: annual budgets set aside for; breakdown of customer experience with; Peter Drucker on the aim of; typical CEO attitude toward; word of mouth
  8. Mass market brands: satisfaction and market share of; satisfaction with niche versus
  9. McDonald’s
  10. McKinsey & Company
  11. McKinsey study
  12. Medical errors
  13. Medical treatment failure rates
  14. Meer, David
  15. MENA retail banking: description of; drivers of share of wallet vs. drivers of NPS
  16. Metrics. See Customer satisfaction metrics
  17. Mexican supermarket chains
  18. Microsoft Excel
  19. Microsoft windows
  20. Money-losing delighters
  21. Montgomery Ward
  22. Mt. Sinai School of Medicine
  23. “My metric is best” argument

N

  1. Narayanan, V. G.
  2. National Geographic video
  3. Needs-offer gap
  4. Net Promoter Score (NPS): banks in Turkey’s satisfaction, share of wallet, and; comparing Wallet Allocation Rule accuracy to; comparison of ACSI and; description of; effective application of data of; examined as predictor of growth; grocer’s Wallet Allocation Rule case study on use of; HomeBanc Mortgage Corporation’s; how averages can be misleading; how managers use and misuse satisfaction metrics like; Jiffy Lube; MENA retail banking drivers of share of wallet vs. drivers of; relationship between business growth and; relationship between customer satisfaction and; of Thailand’s Arrow Bank; of the top three pharmacies in Chile; of U.S. credit unions; Wallet Allocation Rule used with; as weak predictor of share of wallet . See also Customer satisfaction metrics
  5. Net Promoter Score (NPS) classification: Detractors; Passives; Promoters
  6. New York Times
  7. Newman, David
  8. Next Gen Market Research Award for Disruptive Innovation
  9. Niche brands: customer expectations of; satisfaction with mass market versus
  10. Northwestern University

O

  1. Organizational change: painful gap between CEO and CMO driving; resistance to; Wallet Allocation Rule implemented for. See also Change

P

  1. Patient satisfaction
  2. Penetration: description of; strategy to increase
  3. Pepsi
  4. Perception of performance: customer’s; share of wallet due to customer’s
  5. Performance standards
  6. Petersen, J. Andrew
  7. Pfeffer, Jeffrey
  8. Pharmacy retailing (Chile): damaged brand image of; description of the; drivers of share of wallet vs. drivers of NPS for Cruz Verde; NPS of the top three pharmacies; Wallet Allocation Rule applied to the
  9. Price: myth that loyal customers are less sensitive to; relationship between satisfaction and
  10. Price-based competition: failure of JCP’s changed approach to; Groupon offers for; Wallet Allocation Rule case study on grocer and
  11. Profit. See Customer profitability
  12. Project Impact (Walmart)
  13. Purchase intention: marketing spent attempting to understand; Wallet Allocation Rule used with

Q

  1. Quick-serve restaurants (QSRs). See Canadian quick-serve restaurant (QSR) market

R

  1. R-square: to assess satisfaction/NPS metric links to share of wallet; Microsoft Excel formula for calculating
  2. Rank. See Brand rank
  3. Recommend intention
  4. Reichheld, Fred
  5. Reinartz, W.
  6. Restaurants: ACSI of U.S. burger chains ; Canadian quick-serve; distribution channel barriers for
  7. Retail banking: in China; drivers of share by credit union customers in; in Germany; in MENA (Middle East and North Africa); share of deposits in; in South Africa; in Turkey; understanding drivers of “share of mind” in; in the United Kingdom. See also Business banking
  8. Return on investment (ROI): of Groupon offers; manager understanding of opportunities for growth and; strategies for maximizing
  9. Return on Quality (Rust, Zahorik, and Keiningham)
  10. Revenue: aligning satisfaction, profitability, share of wallet, and; cumulative customer profitability; profit versus
  11. Rosenzweig, Phil
  12. Rust, Roland T.

S

  1. Safeway
  2. Salcobrand (Chile)
  3. Sasser, W. Earl, Jr.
  4. Sears
  5. “Share of Best” Grid
  6. Share of deposits (retail banking): definition of; drivers of U.S. credit union customer; relationship of various metrics to U.S. credit union
  7. “Share of mind,“
  8. Share of wallet: aligning satisfaction, revenue, profit, and; averages and misleading belief that satisfaction is tied to; averages of fans vs. non-fans average satisfaction and; barriers to; based on competitive alternatives vis-à-vis brands; business results of manager focus on; correlations between Wallet Allocation Rule and; as demonstration of customer loyalty; description of; determining brand rank using; drivers for the top DIY retailers in France; drivers of satisfaction vs. drivers of; drivers of Tim Hortons; how customer loyalty increases; implications for managers of satisfaction not linked to; key drivers of; perceptual map of drivers of different grocery retailers,’; pharmacy retailer Cruz Verde drivers of NPS vs. drivers of; relationship between satisfaction to; as resulting from customer perception of competitive rank; satisfaction and NPS as weak predictors of; strategy to increase; Wallet Allocation Rule to calculate brand-level; Wallet Allocation Rule used to identify opportunities to expand; Wallet Allocation Rule used to link satisfaction and; Walmart stores in Mexico and their declining; Zipf distribution used to calculate the. See also Customer satisfaction metrics; Market share components
  9. Shared buying decision barrier
  10. Sharma, Samrat
  11. Short-termism
  12. Simon, William S.
  13. Soriana (Mexico)
  14. South African retail banking
  15. Store-level satisfaction
  16. Stuart, Jennifer Ames
  17. Supermarkets. See Grocer retailing
  18. Surety Bank
  19. Sutton, Robert
  20. Switching. See Customer switching

T

  1. Target
  2. Tijs, Marleen
  3. Tim Hortons (Canada)
  4. Trade Joe’s
  5. Turkish retail banking: comparison of drivers of satisfaction and share of wallet; description of; satisfaction, NPS, and share of wallet for
  6. Türkiye is Bankasi (I0015 Bank) [Turkey]

U

  1. UK Payments Council
  2. The Ultimate Question (Reichheld)
  3. United Kingdom retail banking: analysis of Lloyds TSB customers ; characteristics of; Current Account Switch Guarantee impact on the
  4. U.S. credit union customers: drivers of share of deposits for retail banks by; relationship of various metrics to share of deposits by; study on usage by (2012); top driver of rank for
  5. U.S. credit unions: description of; low fees of; NPS of; Wallet Allocation Rule score of
  6. U.S. Department of Defense
  7. Usage: description of; strategy to increase

V

  1. Van Doorn, Jenny
  2. Vanderbilt University
  3. Vavra, Terry G.
  4. Verizon

W

  1. Wallace Company
  2. Wallard, Henri
  3. Wallet Allocation Rule advantages of applying the; average number of brands used to track; barriers to share of wallet under the; as the “best” metric; on buying decision being based on brand vis-à-vis competitive alternatives; correlations between share of wallet and; cross-cultural application of; customer-centric perspective of the; customer satisfaction put in competitive context using the; discovery of the; Disruptive Innovation award for; formula for calculating; for identifying opportunities to expand share of wallet; key drivers to share of wallet under the; linking satisfaction and share of wallet using the; as not being a panacea; performance standards required for effective; ramifications for managers of the; strategic issues of the; Zipf’s law foundation of. See also Customer satisfaction metrics
  4. Wallet Allocation Rule data issues: inputting erroneous values; measuring the wrong brands; measuring the wrong people; measuring the wrong things
  5. Wallet Allocation Rule implementation: circumstances leading to; disruptive innovation and benefits of; Rule 1: get the data right for; Rule 2: set the right performance standards for
  6. Wallet Allocation Rule practice cases: in Canadian quick-serve restuarant (QSR) market ; cross-cultural application of; grocer case study of; in pharmacy retailing in Chile; steps for applying the; in UK retail banking market; in U.S. credit unions. See also Competitors; Customer satisfaction
  7. Wallet Allocation Rule steps: 1: survey customers on their regular brand use; 2: gauge
  8. satisfaction for each brand used; 3: calculate brand-level share of wallet
  9. Wallet Allocation Rule/share of wallet correlations: changes and predicted changes in individual wallet share; by firm/brand preference and number of competitors; pattern of rank and wallet share; research findings on the. See also Share of wallet
  10. Walmart: comparing same store sales of Target and; low ACSI scores and dominant market share of; as mass market brand; Mexican grocery market share held by; Project Impact and loss of sales by; same-store sales increases (2008) experienced by; stores in Brazil
  11. The Washington Post
  12. Wendy’s
  13. Whole Foods
  14. Wolf, Linda
  15. Word of mouth

Y

  1. Yapi ve Kredi Bankasi (Yapi Kredi) [Turkey]

Z

  1. Zahorik, Anthony J.
  2. “Zero Defections: Quality Comes to Services” (Reichheld and Sasser)
  3. Zipf, George Kingsley
  4. Zipf’s law
  5. Ziraat Bank (Turkey)
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