Whole Foods Market in the Hands of Amazon

When Amazon.com acquired the food retail chain Whole Foods Market in the summer of 2017 (for $13.2bn), it stirred bafflement mixed with speculations: What is happening here? To what aim does the giant e-commerce retailer need physical stores of a natural and organic food retail chain? Customers were worried out of concern about what Amazon… Read More

Getting the Balance of Customer-Company Effort Right

One of the more frustrating experiences for a customer occurs when he or she is working hard to try resolve a problem in using a product or service of a company, while seeing that the company is doing only little to help. More and above the time and effort that the customer reluctantly has to… Read More

Recording Open-Ended Answers in Video

A new capability has been added to consumer and customer surveys in the past few years: Capturing the answers of respondents to open-ended questions in video, recorded in particular by a respondent on his or her mobile phone in selfie-mode. For many users of smartphones it should come as a natural and instinctive way to… Read More