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…
Roots Of Unsustainability
A major paper in the history of sustainability is Lynn White Jr’s The Historical Roots of Our Ecological Crisis. This sought to describe the roots of unsustainability. His conclusion zeroed in on religion — specifically Western Christianity — as the culprit. Start By Putting Off The Reader Academic writing has changed a lot in the…
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…
Profound Market Shifts Towards Sustainability
John Elkington is a leading thinker in business sustainability. He is likely best known for advancing the idea of the Triple Bottom Line, see here. He has a somewhat positive take on where humanity is going regarding sustainability. He sees profound market shifts towards sustainability coming. He calls these Green Swans. Green Swans, Black Swans,…
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…
Sludges And Nudges
Cass Sunstein is a law professor who worked in the Obama White House. He dealt with matters of regulation, and has a keen interest in how (generally bad) program design and administration prevents action, e.g., sludge. He also is an expert on behavioral economics — he wrote Nudge with Richard Thaler. The idea of sludge…
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…
