Moving from Customer LTV to Network LTV - Brian Ley
What is the true value of a customer? Is it how much they spend individually or how much spending they drive in others? This talk explores cutting-edge data science methods that can be used to quantify offline word-of-mouth and how knowledge of customer connectedness affects your bottom line. Brian will also touch upon a controversial discussion on extending our understanding of who our strongest customer advocates and ambassadors are beyond what an NPS survey can tell us.