Conferences
MSI Workshop: Simple Marketing Metrics for the C-Suite
Join us on Wednesday, November 15th for this MSI corporate member-exclusive interactive workshop. Corporate members register today to save your spot!
Dr. Sven Bähre and Professor Bruce Hardie will discuss various customer satisfaction metrics and their uses, criticisms, and relevance to managers. They will specifically unpack Net Promoter Score, among other metrics, and examine questions such as:
- NPS has been criticized heavily in academia, but is this critique applicable to industry practitioners?
- Are there better alternatives to NPS? (as compared with alternative calculations, survey-based metrics & digital metrics)
- How can NPS be used in organizations? What is the difference between brand health NPS and transactional NPS?
- What is a correct benchmark value for NPS? It is important to focus on changes over time, comparison vs. competitors and the awareness of cross-country differences.
- How does one drive NPS? Why is it important to not only stop at the NPS question?
- Digital technologies have led to an explosion of customer data. What are the implications for the types of marketing metrics we create and track?
- What are the implications for the data literacy skills of marketing teams?