Capturing Information to Fuel Growth
Getting Beyond the Obvious: Finding Real Insight in a World Overflowing with DataAug 22, 2019
Liam Fahey, Partner, The Leadership Forum
Liam Fahey will outline an innovative process that can help your organization develop a richer understanding of your marketplace, leading to more effective strategies and action plans.
The Causal Effect of Service Satisfaction on Customer LoyaltyJul 8, 2019 Guofang Huang, Purdue University, and K. Sudhir, Yale University, 2019, 19-122-07
What is the real value of customer satisfaction and loyalty? Using an instrumental variables approach, these authors find that firms may be underestimating the gains in customer lifetime value from improving service satisfaction.
Test & Learn: Systematic Process to Validate Results and PerformanceJun 27, 2019
Michael Cohen, Marketing Evolution and Elea Feit, Drexel University
This Lunch Lecture explores the use of Test & Learn framework and how it contributes to data quality and validation.
Measuring Customer Experiences: A Text-Based and Pictorial ScaleJun 10, 2019 Markus Gahler, University of Augsburg, Jan F. Klein, Tilburg University, and Michael Paul, University of Augsburg , 2019, 19-119-06
Two scales offer precise measures of CX performance across the consumer journey. Based on eight studies with nearly 3000 participants, researchers develop an 18-item text-based scale and an icon-based scale that captures six CX dimensions.
Poster: The Effect of Duration Metrics on Consumer SatisfactionApr 15, 2019 Tari Dagogo-Jack, Boston College
Tari Dagogo-Jack will present findings from media website engagement data and controlled laboratory experiments suggesting that setting higher expectations for time expenditures can increase satisfaction and word-of-mouth.
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