The Wallet Allocation Rule. Aksoy Lerzan

The Wallet Allocation Rule

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Ibid., p. 32

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Coyles, Stephanie, and Timothy C. Gokey. “Customer Retention Is Not Enough.” The McKinsey Quarterly, no. 2 (2002): 81–89.

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Jones, Thomas O., and W. Earl Sasser, Jr. “Why Satisfied Customers Defect.” Harvard Business Review 73 (November-December 1995): 88–99.

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Aksoy, Lerzan. “How Do You Measure What You Can't Define? The Current State of Loyalty Measurement and Management.” Journal of Service Management 24, no. 4 (2013): 356–381.

30

CEO Challenge 2014, Conference Board Research Report R-1537–14-RR.

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Temkin, “The State of Customer Experience Management”

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For example, see the Customer Experience Professionals Association, http://www.cxpa.org/.

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MENG Marketing Trends Report 2009, Anderson Analytics LLC, accessed August 27, 2013, http://www.slideshare.net/hubbudunya/meng-marketing-trends-report-2009.

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Aksoy, “How Do You Measure What You Can't Define?”

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“What Is Net Promoter?” accessed September 16, 2006, http://www.netpromoter.com/netpromoter/index.php.

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