Timothy Keiningham, PhD is the chief strategy and client officer at Rockbridge Associates. Tim advises senior executives across industry sectors in the areas of customer experience innovation, customer strategy development, and customer loyalty improvement. In addition, he is responsible for overseeing and growing the company’s thought leadership through publications, keynote speaking engagements, and leading edge product development. Prior to joining Rockbridge, Tim worked for seventeen years in senior officer positions at Ipsos; the last seven years he served as global chief strategy officer at Ipsos Loyalty.
Tim is the New York Times bestselling author of The Wallet Allocation Rule: Winning the Battle for Share, and eight other books on customer experience, loyalty, and satisfaction. He has published numerous papers in leading management journals (e.g., Harvard Business Review and MIT Sloan Management Review) and leading academic journals (e.g., Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, Journal of Service Research, and Journal of Service Management). Tim’s research has received more than a dozen prestigious scientific awards, including:
- INFORMS Society for Marketing Science, top 20 most influential articles of the past 25 years.
- Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged to represent the most significant contribution to the advancement of the practice of marketing (twice).
- Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews.
- Service Excellence Award (best paper) from the Journal of Service Research.
- Robert Johnston Outstanding Paper Award from the Journal of Service Management.
- Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice).
- Next Gen Disruptive Innovation Award for the discovery of the Wallet Allocation Rule®.
Tim received a BA from Kentucky Wesleyan College (USA), an MBA from Vanderbilt University (USA), and a PhD from Staffordshire University (UK).