Category: Marketing Metrics
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The Overreaction of NPS
NPS (Net Promoter Score or System) remain arguably the most popular marketing metric. It is widely used by managers, and I know many practitioners who love it. That said, academics are rarely in the ‘loving it’ camp. John Dawes is certainly not. In an article in the International Journal of Market Research lays out where…
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Bigotry In Marketing Academic Research
People often think academics are progressive or “woke”. Don’t worry though, we have plenty of bigotry in marketing academic research too. Today I’ll look at a 2021 article on the religious affiliations of CEOs and the impact of their religion on advertising decisions and, through this, firm financial performance. If you are thinking I hope…
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Should Firms Advertise Their Good Deeds?
How do you get credit for your good deeds? A 2015 paper considers this problem. The authors suggest that informing people of your good deeds can backfire. People attribute impure motives to anyone who draws attention to their good deeds. A similar issue occurs for companies. So, should firms advertise their good deeds? A Moral…
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Win-Wins Are Good For Stakeholders
A theme I see in some writing about sustainable business is that we need to get beyond win-wins. Although I get the point — business cases won’t deliver everything — I worry that this isn’t the right message. Win-wins are good for stakeholders, and we haven’t found all the win-wins yet. As such, I’m not…
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The Cool Kids Love Marketing Metrics
I recently read an article from 2005 on marketing metrics. It was interesting to see what was being said nearly twenty years ago. Interestingly, one message I took was that the cool kids love marketing metrics. Apparently, in 2005 everyone was experimenting with marketing metrics. The Cool Kids Love Marketing Metrics 2005 was when the…
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Demonstrating Value From Sponsorships
A major challenge exists in sponsorships. They are typically long-term and don’t lead to immediate sales, so how can a marketer demonstrate value from sponsorships? MASB, the Marketing Accountability Standards Board, tackles this problem in their new book — Sponsorship Accountability. Demonstrating Value From Sponsorships One of the challenges with sponsorship accountability is that there…
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Academics Must Do Good Work To Be Relevant
Sustainability reporting is a major, and contentious, topic. I wholeheartedly encourage academics to engage in topics like this — they matter. In theory, such engagement makes academic work extremely relevant. Consultants produce reports but sometimes these are over-optimistic, biased, or just plain wrong. This means academics can have an important place in improving the quality…
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The ROI Of Customers
I am pleased to report that we have a new paper in the Journal of Interactive Marketing. My coauthors — Paul Farris, Raj Venkatesan, and Andrew Petersen — and I looked at the challenge of assessing the ROI of customers. One problem we saw was that marketers were getting misleading ROIs (returns on investment) for…
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Managing Across Business Disciplines
One of the big challenges of running an organization is managing across business disciplines. That is one of the many insights shared in Stephen Diorio and Chris Hummel’s book Revenue Operations. Managing Across Business Disciplines The book I wrote with Shane (Xin) Wang — The Customer Asset — looked at the problem of customer valuation.…
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Recommendations Are Complex
Christina Stahlkopf looked at the Net Promoter Score (NPS) in a short 2019 Harvard Business Review article. The upshot of the work was that recommendations are complex. We want consumers to be simple but they consistently (and inconsiderately) do things to mess up the metrics that describe them. NPS As A Compass Stahlkopf takes a…
