More debt leads to lower customer satisfaction
By Pierre-Nicolas Schwab •
It is well known that firms in the US use mainly external financing (debt) to finance growth. It actually is believed to account for 80% of financing. Yet, this external financing puts pressure on the firms and studies have revealed…
Can Big Data become a technique to promote transparency and equity
On this blog I often took a pessimistic look at Big Data, asking for a revolution in how firms build and use their algorithms. I called for instance for opening up the models behind recommendation algorithms and wondered whether our…
How data vulnerability affects firms’ performance and how to remedy it
Everyone talks about privacy. But what is it really ? A recent article in French economical journal "La Tribune" built upon two recent BCG reports (here and there) on data protection and privacy to question firms' practices around data privacy…
Academic research debunks the myth of filter bubbles
The interest for the "Filter Bubble" phenomenon reached an all-time high after 2016 US presidential elections (see our article). The existence of filter bubble was hypothesized by Eli Pariser in 2011, yet it remains at the center of debate on…
How US elections shed light on the filter bubble phenomenon
Just do a Google search on "Filter bubble" and you'll be surprized of the many results returned. The recent US presidential elections have shed light on this phenomenon first hypothetized by Eli Pariser in 2011, and subject to much debate…
Market research : how news consumption is evolving
By Pierre-Nicolas Schwab •
You know we love market research and in this article we'd like to discuss and comment the latest results published by Reuters in their worldwide market research on news consumption and mix them with some EBU media intelligence reports to…
Customer experience better than customer satisfaction to predict loyalty
We discussed recently the links between customer satisfaction, loyalty and customer experience. One of the conclusions was that, as of today, no reliable scale exists to measure customer experience. This doesn't mean however that nothing has been done on this…
What are the latest conclusions of academics on customer satisfaction and customer experience ?
In the Journal of Marketing special issue " Mapping the Boundaries of Marketing: What Needs to Be Known", Lemon & Verhoef (2016) deliver 5 very useful conclusions on the state of customer experience and satisfaction research. These 5 conclusions, taken…
The role of Big Data on society : EBU conference
With fellow colleagues of EBU, I organized last week a conference entitled "Big Data and Society"at RTBF, the French-speaking public broadcasting organization of Belgium. As I wrote on EBU website, this event aimed at gathering together professionals from the broadcasting industry…
How novelty and serendipity improve customer satisfaction
Product recommendations have enabled E-commerce websites to become a place where mass marketing converges with niche marketing. Recommendations are pivotal in enabling less popular products to be discovered by people who are the most likely to like them : this…
Facebook : how do people perceive NewsFeed curation algorithm
Curation algorithms aren’t fundamentally different from recommendation engines (see the article we just published on the latter here). They select what you ought to see, for instance on your Facebook Newsfeeds. Two studies have addressed customers’ perception of automated curation…
Pokemon Go: what does this game reveal about ourselves?
Newspapers and magazines have been quick to celebrate the amazing popularity of Pokemon Go. The stock market followed quickly and Nintendo share sky rocketed as a result of an excess of enthusiasm, before investors that Nintendo was not at the…
Liberals share less serious content on Facebook than conservatives
In my quest to understand how algorithms limit our freedom, my attention was caught by a piece of research published in June 2015 in Science. This research was funded by Facebook (which is an important piece of information) and aims…
Impediments in business transfers (#rentconference)
Yvonne Slots and Loek Swelsen presented at the RENT XXV conference in Bodo, Norway, a piece of research on business transfers. Their research was conducted in the region of Parkstad, The Netherlands, at the borders with Germany (Aachen) and Belgium.…
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