Performance Improvement That Yields Greater Customer Loyalty | Ipsos Loyalty
May 18, 2012
Listen to this podcast to hear Ipsos Loyalty's Global Chief Strategy Officer, Timothy Keiningham and Global Head of Customer Experience, John Carroll, discuss our award winning and Harvard Business Review published work on The Wallet Allocation Rule . During the 30 minute segment, we discussed the concerning fact that improvements in customer experience and satisfaction may not necessarily have a positive bottom line results. Without understanding the competitive context of performance improvement, we may fool ourselves into thing we are making progress when in fact we could be losing the race for loyalty. Tim referred to Walmart’s efforts to improve customer satisfaction by reconfiguring their stores to be more pleasing. Customers gave Walmart better survey scores for the new store format. Unfortunately, those same customers were shopping less at Walmart! Without knowing how the Walmart store improvements related to competing improvements, Walmart executives were making bad decisions.