The Power of Contradiction
Despite the conventional wisdom, a consistent message is not always the most persuasive message—a reassuring insight in the time of COVID-19.
Familiar to a Fault
When we’re stressed, we instinctively turn to what we know for relief. What if this instinct does more harm than good?
Machine Learning Model Extracts Insights from Customer Reviews
Vast amounts of potentially useful information about consumer opinions is captured in written reviews, but this unstructured data goes largely unanalyzed. A new study co-authored by Yale SOM’s K.
Good Customer Service is Worth Much More Than You Think
Old ways of measuring the value of effective customer service systematically underestimate the power of a positive interaction between customer and representative.
The Price of Everything
Finding a consumer’s willingness to pay has historically depended on the ability to adjust prices. A new approach makes this unnecessary—and opens tremendous opportunity in the world of subscription services.
A Conversation with Laura Walker
We sat down with Yale School of Management Executive Fellow, former President and CEO of New York Public Radio, and newly appointed President of Bennington College, Laura Walker '87 to discuss her insights and experiences as a pioneer in the media
