Capturing Information to Fuel Growth
All Types
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Videos
Getting Beyond the Obvious: Finding Real Insight in a World Overflowing with Data
Aug 22, 2019Liam 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.
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Reports
The Causal Effect of Service Satisfaction on Customer Loyalty
Jul 8, 2019 Guofang Huang, Purdue University, and K. Sudhir, Yale University, 2019, 19-122-07What 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.
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Videos
Test & Learn: Systematic Process to Validate Results and Performance
Jun 27, 2019Michael 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.
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Reports
Measuring Customer Experiences: A Text-Based and Pictorial Scale
Jun 10, 2019 Markus Gahler, University of Augsburg, Jan F. Klein, Tilburg University, and Michael Paul, University of Augsburg , 2019, 19-119-06Two 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.
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Presentations
Poster: The Effect of Duration Metrics on Consumer Satisfaction
Apr 15, 2019 Tari Dagogo-Jack, Boston CollegeTari 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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