Lerzan Aksoy’s research interests include consumer satisfaction and its relationship to customer loyalty and firm performance, customer relationship management and managing customers as assets. She was recognized as the top young scientist of 2007 in Turkey by the Junior Chamber International, winning the TOYP Award for Scientific Leadership. Five years later, she received one of the most prestigious business and management awards in Turkey: the 2012 Management Honor Award (Yönetim Onur Ödülü), a lifetime-achievement award for research contributions that affect management across international boundaries. Professor Aksoy also has received the Koç University Werner Von Siemens Award and the Fordham University Magis Award for research, teaching and social contribution.
A prolific writer, Professor Aksoy has authored or edited five books. Her most recent book, The Wallet Allocation Rule, is a New York Times and USA Today bestseller. Its approach for winning the battle for share of customers’ hearts, minds, and wallets is grounded in research published in the Harvard Business Review and MIT Sloan Management Review. The book provides managers with a way to drive beyond traditional customer satisfaction and NPS to achieve goals for profitability, market share and growth.
Professor Aksoy’s research on the importance of loyalty has received more than a dozen prestigious scientific awards, including:
-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.
-Citations of Excellence “Top 50” Award (top 50 management papers of approximately 20,000 papers reviewed that year) from Emerald Management Reviews.
-Outstanding Paper Award (best paper) from the Journal of Service Management.
-Outstanding Paper Award (best paper) from the journal Managing Service Quality (twice).
-NextGen Disruptive Innovation in Marketing Research Award.
Professor Aksoy’s articles have been accepted for publication in top tier journals in marketing (such as the Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science and Journal of Interactive Marketing), strategy (including Harvard Business Review and MIT Sloan Management Review) and service management (such as the Journal of Service Research, Journal of Service Management and Managing Service Quality). She is associate editor for the Journal of Service Research and serves on the editorial review boards of the Journal of Marketing, Journal of
Service Management, Journal of Business Research, Journal of Service Theory and Practice and Journal of Relationship Marketing. She has contributed interviews and articles to publications worldwide, including The Wall Street Journal, BrandWeek and Harvard Business Online. She also was selected “Best Reviewer of the Year” among the editorial review board members of both the Journal of Service Research and Journal of Service Management. Each journal selects only one reviewer per year to receive this award.
Professor Aksoy is a keynote speaker at academic and industry conferences and has presented in Belgium, China, Egypt, Greece, Jordan, Peru, Sweden, the Netherlands, Turkey, the United Arab Emirates, the United Kingdom and the United States. She has provided executive training and consulting on consumer behavior, customer relationship management and loyalty management to Sony, Ford, Pfizer, AC Nielsen and L’Oreal. Prior to joining Fordham, Professor Aksoy was an associate professor at Koç University in Istanbul, Turkey.