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…
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…
The Benefits Of Simple
There are many papers on the mechanics of NPS (the Net Promoter Score) across various disciplines. In many ways they are easy to write. Fred Reichheld’s original claim was a bold one. Namely, that NPS was the one number you needed to know to grow. It was clearly a sales claim. It was pretty absurd…
Measuring Impact On Climate
Mike Berners-Lee just over a decade ago wrote a book measuring the impact on climate of various goods, activities, and spending. (Mike is the brother of Tim Berners-Lee — who invented the World Wide Web. I feel a bit sorry for Mike, it would be really hard not to feel like a failure in that…
Double Jeopardy In Marketing
My second post on Byron Sharp’s How Brands Grow focuses on an excellent point he highlights that it is easy to forget. All those interested in marketing metrics should be aware of the challenge of double jeopardy in marketing. Sharp explains this and the impact it has on marketing metrics. This impact can confuse those…
Empirical Laws
Byron Sharp is a pugnacious writer. He outlines what he describes as the empirical laws of marketing. This allows him to talk about those who give bad advice. Basically, this is anyone who gives a recommendation that does not follow the empirical laws he describes. I appreciate the forthrightness. Too many academics aren’t willing to…
NPS And Casino Patrons
I really appreciate when academic papers seek to address issues that matter to non-academics. Sanghee Kim and Tom Gruca looked at the use of Net Promoter Score (NPS) to predict customer retention and spending a topic important to many business people. What do they find about NPS and casino patrons? Casinos And Net Promoter A…
Understanding And Using The Customer Asset
My new book with Shane (Xin) Wang covers the use and meaning of Customer Lifetime Value (CLV). Being clear on the nature of the customer asset allows us to understand CLV. What Value Are We Looking At? The book starts with the basics. For example, what value are we looking at when we talk of…
Environmental Impact Equation
Ray Anderson is a bit of a legend in sustainable business circles. He was from Georgia and even played American football for Georgia Tech to which he later bequeathed a Center in Sustainable Business. Today I’ll look at his book — Mid-Course Correction, and highlight the way he saw the role of technology in an…