Lerzan Aksoy is Associate Professor of Marketing at Fordham University in New York. Her research interests include consumer satisfaction and its relationship to customers' spending patterns, customer relationship management, impact of recommendation agents in the online environment and consumer decision quality. She is co-author of the book “Loyalty Myths” (click here to go to Loyalty Myths page) with Timothy L. Keiningham, Terry G. Vavra and Henri Wallard published by Wiley August 2005. The Globe and Mail (Toronto, Canada) counted Loyalty Myths as the Number 4 best business book of the year; Soundview Executive Book Summaries chose Loyalty Myths as one of the 30 best business books of 2006.
She is co-editor of the books, Customer Lifetime Value and Profit Maximization Through Customer Relationship Marketing (with Keiningham and Bejou), 2006 and 2008 by Haworth Press. Lerzan was awarded the “TOYP - Ten Outstanding Young Person” Award in Turkey for “Scientific Leadership” by JCI (Junior Chamber International). JCI is an organization in 120 countries that is a worldwide federation of young leaders and entrepreneurs. There are 10 categories in which applicants compete—she won the award for “Scientific Leadership”. Her article, “A Longitudinal Examination of Net Promoter and Firm Revenue Growth” was awarded the Marketing Science Institute / H. Paul Root Award from the Journal of Marketing for the article judged by the editorial review board to represent “the most significant contribution to the advancement of the practice of marketing.” Her article “The Brand-Customer Connection,” was selected by Emerald Management Reviews as one of the top 50 management articles of 2005, from among 20,000 articles reviewed by that organization in that year. Her articles, “The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Customer Retention, Recommendation and Share-of-Wallet,” and “A Longitudinal Examination of the Asymmetric Impact of Employee and Customer Satisfaction on Retail Sales” each received Outstanding Paper (Best Paper) awards from Managing Service Quality. Her article “Should Recommendation Agents think Like People” was a finalist for best paper in the Journal of Service Research.
Her articles have been accepted for publication in such journals as Journal of Marketing, Marketing Science, Journal of Service Research, MIT Sloan Management Review, Journal of Relationship Marketing, International Journal of Service Industry Management, Managing Service Quality, Journal of Consumer Marketing, and Marketing Management. She serves on the advisory board of the Journal of Relationship Marketing, the editorial review board of the Journal of Service Research, and the International Journal of Service Industry Management and is an ad hoc reviewer for Journal of Marketing. Additionally, she has contributed interviews and articles featured in magazines such as Wall Street Journal, Capital , Platin , Infomag and CRM Pro magazines.
Lerzan has provided executive training on consumer behavior, customer relationship management and e-commerce to executives from Sony, Tanı Pazarlama, Migros, Ford-Otosan, Pastavilla, Arçelik, Aygaz, Koç Portfolio-Investments, Koçtas, Tofas, TNT Logistics, Beko, Pfizer, Global Bilgi and Finansbank. In addition, she has consulted with companies such as AC Nielsen, Sony Eurasia, L'Oreal, SESU Cosmetics, Hayat Chemicals and non-profit organizations such as the Turkish Educational Volunteers Foundation (TGEV).
Prior to joining Fordham University , Lerzan worked was associate professor at Koc University in Istanbul Turkey. She also worked for ICASIT ( International Center for Applied Studies in Information Technology) at George Mason University in Fairfax , Virginia . While at ICASIT, she was involved in sponsored projects aimed at leveraging information technology in international markets (with World Bank) and application areas such as course delivery (GMU and American Management Systems) and multi-media training (with Lockheed Martin).
She earned a BS from Hacettepe University in Ankara , Turkey , and was awarded the Fulbright Scholarship to pursue her MBA degree at George Mason University in Fairfax , Virginia . She has a PhD in marketing from University of North Carolina at Chapel Hill's Kenan Flagler Business School .