SlideShare a Scribd company logo
1 of 16
The Proven Link to Share Growth
Wallet Allocation
Rule® Certified
• Harvard Business Review published research finds:
‒ Fewer than 1 in 20 firms achieved net income growth of at least five
percent for five consecutive years.*
‒ Once growth stalls, the odds of ever resurrecting even marginal growth
rates are very low.**
Sustainable growth is hard to achieve
* MCGRATH, RITA GUNTHER (2012). “HOW THE GROWTH OUTLIERS DO IT,” HARVARD BUSINESS REVIEW. 90 (JANUARY-FEBRUARY), 110-116.
** OLSON, MATTHEW S., DEREK VAN BEVER, AND SETH VERRY (2008), “WHEN GROWTH STALLS,” HARVARD BUSINESS REVIEW. 86 (MARCH), 50-61
TWO PATHS TO GROWTH
1. Acquire new customers.
2. Grow spending with existing customers.
THE PROBLEM: CURRENT METRICS DO NOT LINK TO CUSTOMER SPENDING
On average Satisfaction &
Net Promoter Score explain
only 1% of customers’ share of
spending.
CUSTOMER SATISFACTION HAS LITTLE RELATION TO MARKET SHARE
Wells Fargo
Citi
Bank of
America
Chase
ALL Credit
Unions
0%
20%
60 70 80 90
MARKETSHARE
SATISFACTION LEVEL
Banks & Credit Unions
THE REASON STANDARD METRICS FAIL AND THE WALLET ALLOCATION RULE WORKS:
• Janet and John appear to be equally satisfied.
• Both would be classified as “Promoters” using the Net Promoter Score
(NPS) system.
Satisfaction Ratings Do Not Tell Enough of the Story
Everything Is Relative to Competition
• Janet & John also use the same two competitors, but rate them
very differently.
Rank Matters!
• Different ranks result in different spending behaviors. Janet is
going to spend significantly more with your company than John will.
Backed by rock-solid science.
THE SOLUTION:
MaxShare™: A True Predictor of Share Growth
• The Rockbridge MaxShare™ solution is the only Wallet Allocation Rule® Certified product
on the market—as a result, it is proven to link to share growth.
• A revolutionary new discovery—the Wallet Allocation Rule®—
strongly links satisfaction and loyalty metrics to share of wallet.
‒ The Wallet Allocation Rule® was introduced in the Harvard Business Review and won the Next Gen Disruptive
Innovation Award.
‒ The Wallet Allocation Rule® has undergone numerous, rigorous scientific tests. More important, it has passed
them all!
• 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).
* NOTE: MAXSHARE™ USES THE WALLET ALLOCATION RULE® TO CALCULATE SHARE OF WALLET.
KEININGHAM, TIMOTHY L., BRUCE COOIL, EDWARD C. MALTHOUSE, ALEXANDER BUOYE, LERZAN AKSOY, ARNE DE KEYSER, AND BART LARIVIÈRE (2015), “PERCEPTIONS ARE RELATIVE: AN EXAMINATION
OF THE RELATIONSHIP BETWEEN RELATIVE SATISFACTION METRICS AND SHARE OF WALLET,” JOURNAL OF SERVICE MANAGEMENT. VOL. 26, NO. 1, 2-43.
0 0.1 0.2 0.3 0.4 0.5
Net Promoter Score
Recommend Intention
Satisfaction
MaxShare™*
Correlation to Changes in
Share of Wallet Over Time
THE PROOF
Strong Correlations to Changes in Share of Wallet
DATA FROM: LERZAN AKSOY (2013), LINKING MEMBER SATISFACTION TO SHARE OF DEPOSITS: APPLYING THE WALLET ALLOCATION RULE IN CREDIT UNIONS, PUBLICATION NUMBER 290 (2/13), MADISON,
WI: FILENE RESEARCH INSTITUTE. MY CREDIT UNION IS A PSEUDONYM FOR A USA-BASED CREDIT UNION.
MaxShare™ Identifies Where Your Customers’ Money is
Going
NumberofFinancialInstitutions
UsedbyMyCustomers
TIMOTHY KEININGHAM, LERZAN AKSOY, AND LUKE WILLIAMS, WITH ALEXANDER BUOYE (2015), THE WALLET ALLOCATION RULE: WINNING THE BATTLE FOR SHARE, HOBOKEN, NJ: JOHN WILEY AND SONS,
FIGURE 3.6, P. 61.
MaxShare™ Identifies What Really Drives Share, Not Just
Satisfaction
0% 10% 20% 30%
Environment
Range of offer
Accessibility
Speed
Customer service
Convenience
Drivers of Share of Wallet
0% 10% 20% 30%
Convenience
Accessibility
Speed
Customer service
Range of offer
Environment
Drivers of Satisfaction
Convenience Environment
TIMOTHY KEININGHAM, LERZAN AKSOY, AND LUKE WILLIAMS, WITH ALEXANDER BUOYE (2015), THE WALLET ALLOCATION RULE: WINNING THE BATTLE FOR SHARE, HOBOKEN, NJ: JOHN WILEY AND SONS,
FIGURE 3.6, P. 61.
Did you choose your financial institution because it was good at solving problems it
created for you?
Or is it more likely the fee structure was more desirable?
0.0% 2.0% 4.0% 6.0% 8.0% 10.0%
Branches
Deposit interest
Financial advice quality
Products offered
Internet banking
Fee competitiveness
In-bank service
Complaint resolution
Drivers of Satisfaction for Credit Unions
0.0% 2.0% 4.0% 6.0% 8.0% 10.0%
Internet banking
Branches
Products offered
In-bank service
Financial advice quality
Deposit interest
Complaint resolution
Fee competitiveness
Drivers of Share of Wallet for Credit Unions
The MaxShare™ Process
Capture metrics relevant to customers’ category spending
Determine share for your brand and competitors
Calculate the money going to competitors from your customers
Identify precisely why your customers use competitors
Prioritize the most impactful share growth opportunities
It’s Easy!
• All satisfaction and loyalty
metrics work with MaxShare™.
‒ The results are the same
regardless of the metric you
use to gauge the customer
experience (e.g. satisfaction,
recommend intention, Net
Promoter Score, etc.).
• So you don’t need to throw out
what you are currently
doing…you simply need to
apply the MaxShare™ solution.
MaxShare™ Helps You Grow
• Provides a true customer view of
your performance.
• Quantifies the money going to
competitors from your customers.
• Identifies what really drives
spending.
• Links to share growth.
FOR MORE INFORMATION PLEASE CONTACT:
Joseph Taliuaga
Director, Client Development
jtaliuaga@rockresearch.com
+1 703 757 5213 ext. 23
https://rockresearch.com/

More Related Content

Similar to Max share for financial institutions

EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014
Vivastream
 
EY Global Consumer Banking Survey
EY Global Consumer Banking SurveyEY Global Consumer Banking Survey
EY Global Consumer Banking Survey
Vivastream
 
Ey global-consumer-banking-survey-2014
Ey global-consumer-banking-survey-2014Ey global-consumer-banking-survey-2014
Ey global-consumer-banking-survey-2014
Valbona Gjata
 
Case Competition Document
Case Competition DocumentCase Competition Document
Case Competition Document
Meghan Sowersby
 

Similar to Max share for financial institutions (20)

Bank churn with Data Science
Bank churn with Data ScienceBank churn with Data Science
Bank churn with Data Science
 
The bank case study
The bank case studyThe bank case study
The bank case study
 
Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...
	Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...	Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...
Explaining Customer Satisfaction with Experience, Customer Trust and Commitm...
 
Explaining Customer Satisfaction with Experience, Customer Trust and Commitme...
Explaining Customer Satisfaction with Experience, Customer Trust and Commitme...Explaining Customer Satisfaction with Experience, Customer Trust and Commitme...
Explaining Customer Satisfaction with Experience, Customer Trust and Commitme...
 
Benefits of Customer Satisfaction Surveys
Benefits of Customer Satisfaction SurveysBenefits of Customer Satisfaction Surveys
Benefits of Customer Satisfaction Surveys
 
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
ICEW 2013 Reshmi Maharaj - Putting SAs competitive customer satisfaction mark...
 
Market probe asq service quality conference presentation.pptx
Market probe asq service quality conference presentation.pptxMarket probe asq service quality conference presentation.pptx
Market probe asq service quality conference presentation.pptx
 
Organizational customers’ retention strategies on customer satisfaction case ...
Organizational customers’ retention strategies on customer satisfaction case ...Organizational customers’ retention strategies on customer satisfaction case ...
Organizational customers’ retention strategies on customer satisfaction case ...
 
Customer satisfaction nurtingen
Customer satisfaction nurtingenCustomer satisfaction nurtingen
Customer satisfaction nurtingen
 
Chapter one
Chapter oneChapter one
Chapter one
 
Canadian Retail Banking Survey 2013
Canadian Retail Banking Survey 2013Canadian Retail Banking Survey 2013
Canadian Retail Banking Survey 2013
 
Vehicle Health Tracking System
Vehicle Health Tracking SystemVehicle Health Tracking System
Vehicle Health Tracking System
 
Nicole Haverly 2016 CUES Next Top Credit Union Exec Presentation
Nicole Haverly 2016 CUES Next Top Credit Union Exec PresentationNicole Haverly 2016 CUES Next Top Credit Union Exec Presentation
Nicole Haverly 2016 CUES Next Top Credit Union Exec Presentation
 
Checks and Balances
Checks and BalancesChecks and Balances
Checks and Balances
 
EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014EY Global Consumer Banking Survey 2014
EY Global Consumer Banking Survey 2014
 
EY Global Consumer Banking Survey
EY Global Consumer Banking SurveyEY Global Consumer Banking Survey
EY Global Consumer Banking Survey
 
Ey global-consumer-banking-survey-2014
Ey global-consumer-banking-survey-2014Ey global-consumer-banking-survey-2014
Ey global-consumer-banking-survey-2014
 
Viewpoint_Issue_6
Viewpoint_Issue_6Viewpoint_Issue_6
Viewpoint_Issue_6
 
Case Competition Document
Case Competition DocumentCase Competition Document
Case Competition Document
 
Managing the Customer Portfolio to Improve Service and Financial Performance
Managing the Customer Portfolio to Improve Service and Financial PerformanceManaging the Customer Portfolio to Improve Service and Financial Performance
Managing the Customer Portfolio to Improve Service and Financial Performance
 

More from Rockbridge Associates, Inc.

Frontiers 2018 Aii™ Award Winning Presentation
Frontiers 2018 Aii™ Award Winning PresentationFrontiers 2018 Aii™ Award Winning Presentation
Frontiers 2018 Aii™ Award Winning Presentation
Rockbridge Associates, Inc.
 
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
Rockbridge Associates, Inc.
 
How Strategy and Governance Choices Influence Innovation Success in Software ...
How Strategy and Governance Choices Influence Innovation Success in Software ...How Strategy and Governance Choices Influence Innovation Success in Software ...
How Strategy and Governance Choices Influence Innovation Success in Software ...
Rockbridge Associates, Inc.
 
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
Rockbridge Associates, Inc.
 
5 technology consumers to watch, frontiers 2008, colby & molina
5 technology consumers to watch, frontiers 2008, colby & molina5 technology consumers to watch, frontiers 2008, colby & molina
5 technology consumers to watch, frontiers 2008, colby & molina
Rockbridge Associates, Inc.
 

More from Rockbridge Associates, Inc. (12)

Meeting Customer Needs in A Rapidly Changing World: Lessons From The American...
Meeting Customer Needs in A Rapidly Changing World: Lessons From The American...Meeting Customer Needs in A Rapidly Changing World: Lessons From The American...
Meeting Customer Needs in A Rapidly Changing World: Lessons From The American...
 
The On-Demand Economy: How Big is it (and How do we Accurately Measure its Si...
The On-Demand Economy: How Big is it (and How do we Accurately Measure its Si...The On-Demand Economy: How Big is it (and How do we Accurately Measure its Si...
The On-Demand Economy: How Big is it (and How do we Accurately Measure its Si...
 
Frontiers 2018 Aii™ Award Winning Presentation
Frontiers 2018 Aii™ Award Winning PresentationFrontiers 2018 Aii™ Award Winning Presentation
Frontiers 2018 Aii™ Award Winning Presentation
 
Strategically Evaluating your Association's Global Readiness, Intro
Strategically Evaluating your Association's Global Readiness, IntroStrategically Evaluating your Association's Global Readiness, Intro
Strategically Evaluating your Association's Global Readiness, Intro
 
Advancing Technology Success in the Association Sector
Advancing Technology Success in the Association SectorAdvancing Technology Success in the Association Sector
Advancing Technology Success in the Association Sector
 
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
Showrooming vs. Webrooming: The Effect of Multichannel Information Search on ...
 
How Strategy and Governance Choices Influence Innovation Success in Software ...
How Strategy and Governance Choices Influence Innovation Success in Software ...How Strategy and Governance Choices Influence Innovation Success in Software ...
How Strategy and Governance Choices Influence Innovation Success in Software ...
 
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
Service Robotics: How Ready are Consumers to Adopt and What Drives Acceptance?
 
Frontiers 2015, by 3 Pillar, CES, Rockbridge
Frontiers 2015, by 3 Pillar, CES, RockbridgeFrontiers 2015, by 3 Pillar, CES, Rockbridge
Frontiers 2015, by 3 Pillar, CES, Rockbridge
 
5 technology consumers to watch, frontiers 2008, colby & molina
5 technology consumers to watch, frontiers 2008, colby & molina5 technology consumers to watch, frontiers 2008, colby & molina
5 technology consumers to watch, frontiers 2008, colby & molina
 
It isnt easy being green, or is it?
It isnt easy being green, or is it?It isnt easy being green, or is it?
It isnt easy being green, or is it?
 
A Services Landscape Transformed by Technology: Findings from the 2014 Nation...
A Services Landscape Transformed by Technology: Findings from the 2014 Nation...A Services Landscape Transformed by Technology: Findings from the 2014 Nation...
A Services Landscape Transformed by Technology: Findings from the 2014 Nation...
 

Recently uploaded

Introduction to Economics II Chapter 28 Unemployment (1).pdf
Introduction to Economics II Chapter 28 Unemployment (1).pdfIntroduction to Economics II Chapter 28 Unemployment (1).pdf
Introduction to Economics II Chapter 28 Unemployment (1).pdf
Safa444074
 
wiley-cpa-review-focus-notes revieww.pdf
wiley-cpa-review-focus-notes revieww.pdfwiley-cpa-review-focus-notes revieww.pdf
wiley-cpa-review-focus-notes revieww.pdf
allysaamping
 
First Order System Time Resphhhonse.pptx
First Order System Time Resphhhonse.pptxFirst Order System Time Resphhhonse.pptx
First Order System Time Resphhhonse.pptx
joshuaclack73
 
GROUP 6 DUBAI.pptx basta amoa na dira dapita
GROUP 6 DUBAI.pptx basta amoa na dira dapitaGROUP 6 DUBAI.pptx basta amoa na dira dapita
GROUP 6 DUBAI.pptx basta amoa na dira dapita
JohnThomas845833
 
State Space Tutorial.pptxjjjjjjjjjjjjjjj
State Space Tutorial.pptxjjjjjjjjjjjjjjjState Space Tutorial.pptxjjjjjjjjjjjjjjj
State Space Tutorial.pptxjjjjjjjjjjjjjjj
joshuaclack73
 

Recently uploaded (20)

Fintech Belgium General Assembly and Anniversary Event 2024
Fintech Belgium General Assembly and Anniversary Event 2024Fintech Belgium General Assembly and Anniversary Event 2024
Fintech Belgium General Assembly and Anniversary Event 2024
 
Introduction to Economics II Chapter 28 Unemployment (1).pdf
Introduction to Economics II Chapter 28 Unemployment (1).pdfIntroduction to Economics II Chapter 28 Unemployment (1).pdf
Introduction to Economics II Chapter 28 Unemployment (1).pdf
 
how can I send my pi coins to Binance exchange
how can I send my pi coins to Binance exchangehow can I send my pi coins to Binance exchange
how can I send my pi coins to Binance exchange
 
how can i make money selling pi coins in 2024
how can i make money selling pi coins in 2024how can i make money selling pi coins in 2024
how can i make money selling pi coins in 2024
 
wiley-cpa-review-focus-notes revieww.pdf
wiley-cpa-review-focus-notes revieww.pdfwiley-cpa-review-focus-notes revieww.pdf
wiley-cpa-review-focus-notes revieww.pdf
 
how can I sell my pi coins in the United States at the best price
how can I sell my pi coins in the United States at the best pricehow can I sell my pi coins in the United States at the best price
how can I sell my pi coins in the United States at the best price
 
First Order System Time Resphhhonse.pptx
First Order System Time Resphhhonse.pptxFirst Order System Time Resphhhonse.pptx
First Order System Time Resphhhonse.pptx
 
Maximize Your Business Potential with Falcon Invoice Discounting
Maximize Your Business Potential with Falcon Invoice DiscountingMaximize Your Business Potential with Falcon Invoice Discounting
Maximize Your Business Potential with Falcon Invoice Discounting
 
Indirect tax .pptx Supply under GST, Charges of GST
Indirect tax .pptx  Supply under GST, Charges of GSTIndirect tax .pptx  Supply under GST, Charges of GST
Indirect tax .pptx Supply under GST, Charges of GST
 
how to exchange pi coins for USD in 2024.
how to exchange pi coins for USD in 2024.how to exchange pi coins for USD in 2024.
how to exchange pi coins for USD in 2024.
 
Abhay Bhutada’s Plan to Boost Financial Growth in 2024
Abhay Bhutada’s Plan to Boost Financial Growth in 2024Abhay Bhutada’s Plan to Boost Financial Growth in 2024
Abhay Bhutada’s Plan to Boost Financial Growth in 2024
 
GROUP 6 DUBAI.pptx basta amoa na dira dapita
GROUP 6 DUBAI.pptx basta amoa na dira dapitaGROUP 6 DUBAI.pptx basta amoa na dira dapita
GROUP 6 DUBAI.pptx basta amoa na dira dapita
 
how do I get a legit pi buyer in the internet (2024)
how do I get a legit pi buyer in the internet (2024)how do I get a legit pi buyer in the internet (2024)
how do I get a legit pi buyer in the internet (2024)
 
how do i sell pi coins in Pakistan at the best rate.
how do i sell pi coins in Pakistan at the best rate.how do i sell pi coins in Pakistan at the best rate.
how do i sell pi coins in Pakistan at the best rate.
 
State Space Tutorial.pptxjjjjjjjjjjjjjjj
State Space Tutorial.pptxjjjjjjjjjjjjjjjState Space Tutorial.pptxjjjjjjjjjjjjjjj
State Space Tutorial.pptxjjjjjjjjjjjjjjj
 
where can I purchase things with pi coins online
where can I purchase things with pi coins onlinewhere can I purchase things with pi coins online
where can I purchase things with pi coins online
 
What is an ecosystem in crypto .pdf
What  is  an  ecosystem  in  crypto .pdfWhat  is  an  ecosystem  in  crypto .pdf
What is an ecosystem in crypto .pdf
 
Will pi network launch in 2024: what's the update.
Will pi network launch in 2024: what's the update.Will pi network launch in 2024: what's the update.
Will pi network launch in 2024: what's the update.
 
What exchange can I sell my pi coins in 2024
What exchange can I sell my pi coins in 2024What exchange can I sell my pi coins in 2024
What exchange can I sell my pi coins in 2024
 
How to exchange my pi coins on HTX in 2024
How to exchange my pi coins on HTX in 2024How to exchange my pi coins on HTX in 2024
How to exchange my pi coins on HTX in 2024
 

Max share for financial institutions

  • 1. The Proven Link to Share Growth Wallet Allocation Rule® Certified
  • 2. • Harvard Business Review published research finds: ‒ Fewer than 1 in 20 firms achieved net income growth of at least five percent for five consecutive years.* ‒ Once growth stalls, the odds of ever resurrecting even marginal growth rates are very low.** Sustainable growth is hard to achieve * MCGRATH, RITA GUNTHER (2012). “HOW THE GROWTH OUTLIERS DO IT,” HARVARD BUSINESS REVIEW. 90 (JANUARY-FEBRUARY), 110-116. ** OLSON, MATTHEW S., DEREK VAN BEVER, AND SETH VERRY (2008), “WHEN GROWTH STALLS,” HARVARD BUSINESS REVIEW. 86 (MARCH), 50-61
  • 3. TWO PATHS TO GROWTH 1. Acquire new customers. 2. Grow spending with existing customers.
  • 4. THE PROBLEM: CURRENT METRICS DO NOT LINK TO CUSTOMER SPENDING On average Satisfaction & Net Promoter Score explain only 1% of customers’ share of spending.
  • 5. CUSTOMER SATISFACTION HAS LITTLE RELATION TO MARKET SHARE Wells Fargo Citi Bank of America Chase ALL Credit Unions 0% 20% 60 70 80 90 MARKETSHARE SATISFACTION LEVEL Banks & Credit Unions
  • 6. THE REASON STANDARD METRICS FAIL AND THE WALLET ALLOCATION RULE WORKS: • Janet and John appear to be equally satisfied. • Both would be classified as “Promoters” using the Net Promoter Score (NPS) system. Satisfaction Ratings Do Not Tell Enough of the Story
  • 7. Everything Is Relative to Competition • Janet & John also use the same two competitors, but rate them very differently.
  • 8. Rank Matters! • Different ranks result in different spending behaviors. Janet is going to spend significantly more with your company than John will.
  • 9. Backed by rock-solid science. THE SOLUTION: MaxShare™: A True Predictor of Share Growth • The Rockbridge MaxShare™ solution is the only Wallet Allocation Rule® Certified product on the market—as a result, it is proven to link to share growth. • A revolutionary new discovery—the Wallet Allocation Rule®— strongly links satisfaction and loyalty metrics to share of wallet. ‒ The Wallet Allocation Rule® was introduced in the Harvard Business Review and won the Next Gen Disruptive Innovation Award. ‒ The Wallet Allocation Rule® has undergone numerous, rigorous scientific tests. More important, it has passed them all! • 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).
  • 10. * NOTE: MAXSHARE™ USES THE WALLET ALLOCATION RULE® TO CALCULATE SHARE OF WALLET. KEININGHAM, TIMOTHY L., BRUCE COOIL, EDWARD C. MALTHOUSE, ALEXANDER BUOYE, LERZAN AKSOY, ARNE DE KEYSER, AND BART LARIVIÈRE (2015), “PERCEPTIONS ARE RELATIVE: AN EXAMINATION OF THE RELATIONSHIP BETWEEN RELATIVE SATISFACTION METRICS AND SHARE OF WALLET,” JOURNAL OF SERVICE MANAGEMENT. VOL. 26, NO. 1, 2-43. 0 0.1 0.2 0.3 0.4 0.5 Net Promoter Score Recommend Intention Satisfaction MaxShare™* Correlation to Changes in Share of Wallet Over Time THE PROOF Strong Correlations to Changes in Share of Wallet
  • 11. DATA FROM: LERZAN AKSOY (2013), LINKING MEMBER SATISFACTION TO SHARE OF DEPOSITS: APPLYING THE WALLET ALLOCATION RULE IN CREDIT UNIONS, PUBLICATION NUMBER 290 (2/13), MADISON, WI: FILENE RESEARCH INSTITUTE. MY CREDIT UNION IS A PSEUDONYM FOR A USA-BASED CREDIT UNION. MaxShare™ Identifies Where Your Customers’ Money is Going NumberofFinancialInstitutions UsedbyMyCustomers
  • 12. TIMOTHY KEININGHAM, LERZAN AKSOY, AND LUKE WILLIAMS, WITH ALEXANDER BUOYE (2015), THE WALLET ALLOCATION RULE: WINNING THE BATTLE FOR SHARE, HOBOKEN, NJ: JOHN WILEY AND SONS, FIGURE 3.6, P. 61. MaxShare™ Identifies What Really Drives Share, Not Just Satisfaction 0% 10% 20% 30% Environment Range of offer Accessibility Speed Customer service Convenience Drivers of Share of Wallet 0% 10% 20% 30% Convenience Accessibility Speed Customer service Range of offer Environment Drivers of Satisfaction Convenience Environment
  • 13. TIMOTHY KEININGHAM, LERZAN AKSOY, AND LUKE WILLIAMS, WITH ALEXANDER BUOYE (2015), THE WALLET ALLOCATION RULE: WINNING THE BATTLE FOR SHARE, HOBOKEN, NJ: JOHN WILEY AND SONS, FIGURE 3.6, P. 61. Did you choose your financial institution because it was good at solving problems it created for you? Or is it more likely the fee structure was more desirable? 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% Branches Deposit interest Financial advice quality Products offered Internet banking Fee competitiveness In-bank service Complaint resolution Drivers of Satisfaction for Credit Unions 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% Internet banking Branches Products offered In-bank service Financial advice quality Deposit interest Complaint resolution Fee competitiveness Drivers of Share of Wallet for Credit Unions
  • 14. The MaxShare™ Process Capture metrics relevant to customers’ category spending Determine share for your brand and competitors Calculate the money going to competitors from your customers Identify precisely why your customers use competitors Prioritize the most impactful share growth opportunities
  • 15. It’s Easy! • All satisfaction and loyalty metrics work with MaxShare™. ‒ The results are the same regardless of the metric you use to gauge the customer experience (e.g. satisfaction, recommend intention, Net Promoter Score, etc.). • So you don’t need to throw out what you are currently doing…you simply need to apply the MaxShare™ solution. MaxShare™ Helps You Grow • Provides a true customer view of your performance. • Quantifies the money going to competitors from your customers. • Identifies what really drives spending. • Links to share growth.
  • 16. FOR MORE INFORMATION PLEASE CONTACT: Joseph Taliuaga Director, Client Development jtaliuaga@rockresearch.com +1 703 757 5213 ext. 23 https://rockresearch.com/