Capturing Information to Fuel Growth
Subscription Programs and Customer BehaviorSep 20, 2019 Raghuram Iyengar, University of Pennsylvania
Raghu Iyengar will discuss the causal effect of customers’ adoption of a subscription program on their subsequent purchases.
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.
3 WAYS to GET CONNECTED
Employees of MSI Member Companies enjoy the benefits of complete online access to content, member conferences and networking with the MSI community.
Qualified academics benefit from a relationship with MSI through access to msi.org, conferences and research opportunities.
The public is invited to enjoy partial access to msi.org content, a free e-newsletter, selected reports and more.