Luke Williams – författare

Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet.Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative.With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share.Apply the Wallet Allocation Rule to discover what really drives customer spending.Uncover new metrics that really matter to achieve growth.By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth.

Watch the Throne: The Tactics Behind the Premier League's European Champions, 1999-2019 lifts the lid on the tactics used by Premier League clubs on their respective journeys to Champions League glory. Beginning with Manchester United in 1999 and concluding with Liverpool's 2019 triumph, Watch the Throne provides detailed analysis of how Chelsea, Manchester United and Liverpool overcame their opposition to claim the ultimate prize in European club football. While United's 1999 victory was an outlier, Liverpool's win in 2005 began a period of domination for Premier League clubs, with eight English finalists in eight seasons from 2004/05 to 2011/12. Changes in tactical trends saw the absence of Premier League finalists between the 2012/13 and 2016/17 seasons as Spanish, German and French sides briefly overtook their Premier League rivals, before an all-English 2019 final between Liverpool and Tottenham Hotspur marked the technical and tactical recovery of the world's wealthiest football league.

Sprinters and the Art of Speed invites you into the world of professional cycling through the eyes of some of the best sprinters of all time.From the earliest days of road racing there have been explosive riders that always seemed to have the edge over their rivals at the finish. From the days of Charles Pélissier and Rik van Looy, to the epic era of Mark Cavendish and the rise of new stars like Lorena Wiebes and Arnaud De Lie, you'll get the low-down on all things sprinting.Inside you'll discover exactly what it takes to become one of the fastest riders at the Tour de France. Dive in and learn about the formative years of sprinting and the emergence of specialised tactics such as sprint trains and lead-out riders. You'll also get an insight into the lives of some of the greatest sprinters of all time and their finest hours, before finally looking ahead to what the next decade of sprinting might hold.

The Natural: The Story of Patsy Houlihan, the Greatest Snooker Player You Never Saw is the compelling story of a man who potted balls fast and potted them hard. South Londoner Patsy Houlihan was one of the top amateurs of the 1950s and 60s as well as the greatest hustler of all time. He should have been a major player on the world stage, but the professional game was a closed shop and the likes of Patsy weren't welcome. However, in the smoke-filled snooker halls of the backstreets of working-class Britain, populated by tough men seeking to make a quick buck from the game they loved, Patsy was a folk hero and an inspiration to a generation of players, including his close friend Jimmy White. This is the story of the greatest snooker player who never reached the big time, but whose exploits, adventures and skills guaranteed him immortality in the minds and imaginations of those lucky enough to have seen him play. The Natural brings to life the story of a forgotten snooker pioneer and master entertainer.