What It "Really" Takes To Grow Share
Thursday, April 9
2-3 PM ET
Complimentary for CASRO Members
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 most: share of wallet and market share. In this webinar, global loyalty experts Tim Keiningham and John Carroll III provide ground-breaking insight from the just released New York Times bestselling book, The Wallet Allocation Rule (Wiley, 2015). Hear about a revolutionary approach for winning the battle for share of customers' hearts, minds, and wallets, which is 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.
Tim Keiningham, Global Chief Strategy Officer and Executive Vice President, Ipsos Loyalty
Tim is the New York Times bestselling author of The Wallet Allocation Rule: Winning the Battle for Share and eight other books on customer experience and loyalty. He advises senior executives across industry sectors in the areas of customer experience innovation, customer strategy development, and customer loyalty improvement. He has received over a dozen prestigious scientific awards for his work, including: INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years; Citations of Excellence "Top 50" Award from Emerald Management Reviews; Twice awarded the 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; Excellence in Service Research Award (best paper) from the Journal of Service Research; Outstanding Paper Award from the Journal of Service Management; Twice awarded the Outstanding Paper Award from the journal Managing Service Quality; Next Gen Disruptive Innovation Award for the discovery of the Wallet Allocation Rule.
John Carroll III, Global Head of Clients, Ipsos Loyalty
As the Global Head of Clients, John is responsible for practice development and growth including designing and delivering customer-centric transformational change programs. John regularly speaks at major conferences, publishes thought leadership, and is interviewed by the media for expert guidance on all matters relating to customer experience, satisfaction and loyalty with special emphasis on Enterprise Feedback Management and Practical Big Data. He is designated as one of 10 global customer experience experts by the Customer Experience Professionals Association (CXPA). John serves clients around the world and across numerous industries in the areas of customer strategy, innovation, and performance improvement. Currently based in Chicago, John is a dual citizen of the United States and Ireland has lived and worked in Europe, Asia, and Africa for a total of over 10 years. In the past 18 months alone he has served clients in over a dozen countries including Chile, China, India, Singapore, Japan, New Zealand, United Arab Emirates, U.S., and the U.K.
Prior to Ipsos, John gained a broad range of experience helping organizations resolve critical strategic issues while working at McKinsey & Company and Deloitte. John earned an MBA with distinction from the Kellogg School of Management at Northwestern University and a Bachelor of Science in Foreign Service from Georgetown University with certificates in International Business Diplomacy and African Studies. He continues to act as an admissions interviewer for both schools. In 2014,SURVEY Market Research Bulletin named John a Technology Future Leader. Click here to read a brief interview with John.