GREAT FALLS, Va., Sept. 22, 2016 /PRNewswire-USNewswire/ -- Rockbridge Associates officially announces its innovative MaxShare™ solution for reliably linking customer satisfaction and loyalty to what really matters – share of wallet.
"Most managers believe that improving customer satisfaction, likelihood to recommend, or NPS levels will lead to customers devoting a higher share of their wallets to their firm or brand," says Tim Keiningham, Rockbridge Chief Strategy and Client Officer. "Unfortunately, this is not remotely true -- on average satisfaction metrics and Net Promoter Scores explain only 1% of customers' share of spending. This has serious implications for identifying where companies should focus their resources to improve the customer experience."
Leveraging the award-winning Wallet Allocation Rule ®, MaxShare™ is rooted in the fundamental tenet that rank matters more than absolute performance. It shifts the emphasis from internally focused measurements to an organization's competitive position in the marketplace -- enabling organizations to get real, reliable insight into their customers' spending behavior and the factors that drive that spending.
"The icing on the cake is that the MaxShare™ solution works with all satisfaction and loyalty metrics (e.g. satisfaction, recommend intention, Net Promoter Score, etc.), so organizations don't have to throw out what they are currently doing…they simply need to apply MaxShare™," says Rockbridge President, Gina Woodall.
Rockbridge's MaxShare™ solution is proven to link to share growth, as it is the only Wallet Allocation Rule® Certified product on the market. The Wallet Allocation Rule® was created by Rockbridge Chief Strategy and Client Officer Tim Keiningham, Ph.D. (with academic colleagues from Fordham University and Vanderbilt University). It was introduced in the Harvard Business Review and won the Next Gen Disruptive Innovation Award. In addition, it has undergone numerous, rigorous scientific tests, and has passed them all. For more information, please visit the links below or contact Rockbridge directly.
Wallet Allocation Rule® 5 minute intro video: http://rockresearch.com/rockvideo-wallet-allocation-rule-5-minutes/
Winning the Battle for Share Whitepaper: http://rockresearch.com/wallet-allocation-rule-winning-battle-share/
About Rockbridge Associates, Inc.
Rockbridge is an innovative market research firm that provides research and consulting to Fortune 500 companies in the services and technology sectors, as well as leading associations. The firm guides clients on strategic areas including customer loyalty, segmentation, branding, and product development. Rockbridge offers a suite of proven solutions designed with the sole purpose of discovering insights that drive business outcomes. Rockbridge was founded in 1992, and has offices in the Washington, DC and New York metro areas. www.rockresearch.com
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SOURCE Rockbridge Associates, Inc.