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Posts by Consumer Insights

The Overlooked Value of Mistakes in Consumer Ratings and Reviews

January 29, 2021
cartoonized people in front of smart phone screen with depictions of online reviews

What good is a mistake? Not much, says conventional wisdom. Avoid mistakes. And if you make one, don’t go around advertising it. But a recent study by Taly Reich of Yale SOM and Sam Maglio of the University of Toronto demonstrates where this wisdom falters—where the admission of...

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Winning Consumers at the Mailbox: How Brands Can Create Unforgettable Delivery Experiences

December 28, 2020
woman in yellow shirt opening a package with surprise

Consumers are more likely than ever to purchase and receive items without visiting a physical store. Instead, many will shop online, accelerating the rapid growth of e-commerce post-COVID-19. Recent reports suggest that 37% of consumers planned to shop online more than last year.[1] But with...

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Elevating Consumer Insights Within Your Organization: A Case Study

By: Emily Ludington August 13, 2020
chalk boxes on a black background that get taller from left to right with 3 arrows of differing colors to indicate growth upwards

Using proprietary frameworks developed by Faculty Fellows at the Yale Center for Customer Insights (YCCI), Vanessa has spent much of the past  three years working to embed behavioral science (BeSci) at each level of the insights function of Sanofi Consumer Health Care, creating a cross-brand...

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