Net Promoter Score: Fact and Fiction in Strategy Planning

Many companies’ strategic plans use Net Promoter Score (NPS) as the basis of strategy, believing higher scores lead to higher sales growth. This masterclass will share decades of peer-reviewed research discussing the misuse of Promoter Score as a strategic metric and better alternatives for strategy planning. CVI is a superior metric that not only provides deeper customer insights but also predicts sales growth and stock price.

Join us at the Ion on Tuesday, January 14, for Professor Vikas Mittal’s next masterclass on the use, misuse and abuse of Net Promoter Score (NPS) in strategy planning.

This complimentary event is open to the public, hosted by Rice Business Executive Education and the Ion and sponsored by C-CUBES (the Center for Customer-Based Execution and Strategy). Please register below.

Schedule:

8:30 – 9:00 a.m.: Breakfast
9:00 – 10:00 a.m.: Masterclass

About Vikas Mittal

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Vikas Mittal is the J. Hugh Liedtke Professor of Marketing at Rice Business. Prior to joining Rice, he was on the faculty at Katz Graduate School of Management and Kellogg Graduate School at Northwestern University.

In addition to publications in leading marketing journals, Mittal has published extensively on decision making in journals such as Organization Studies, Organization Science, Journal of Applied Psychology, Journal of Psychiatry, Organization Behavior and Human Decision Processes, and Personality and Social Psychology Bulletin. He currently serves on the editorial boards of numerous journals.

Mittal holds a bachelor’s in business administration from the University of Michigan and a Ph.D. in management from Temple University. He has received many awards for his research and leadership, including the teaching excellence award for his role in the Professional MBA program at Rice Business in 2013. 

Other programs taught by Professor Mittal: 

Continue the conversation by joining us at Customer-Centric Strategy, a new Executive Education program.

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