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Last Update: Monday September 20, 2021

Key Idea: Invest In Continuous Improvement

Galen Buckwalter knows that his competitors are adding personality assessment and more in-depth tools for matching to their online offers. This is driving eHarmony to stay on the front edge of research to continuously improve.

Key Question:


Keep raising the bar.

Q: Does Greg think they are doing all they can do to help people find their soul mate?

A: No. He said he thinks they are on the tip of the iceberg when it comes to understanding why relationships work or don't work. Dr. Buckwalter says the scientific problem is endlessly fascinating and he said it as if it will take more than his own lifetime to crack the mysteries of attraction and compatibility. The intellectual pursuit creates stimulation for the workforce at eHarmony. Therefore, while the product improves as more research is applied, the team at eHarmony is energized and motivated to keep on keeping on.

They have not arrived. They are at the beginning of a long journey.

Think about it

What are you doing to improve? What new ideas are being tested and implemented?

Clip from: eHarmony

Pasadena, California:  Meet Dr. Neil Clark Warren. He has always been an excellent marriage counselor;  failures in marriage bothered him.  He decided to look into the broken heart of divorce. He probed and researched 512 couples -- divorce autopsies -- and discovered most of these people married the wrong person. He wrote a book about it and that book was selling well, until Oprah invited him to come on her show. Of course, sales exploded. When his son-in-law challenged him to expand his reach, they took that business to the web and almost lost everything.  That was 2001; the dot.coms had become dot.bombs.

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Neil Clark Warren, Founder

300 N. Lake Ave.
Suite 1111
Pasadena, CA 91101

Visit our web site:

Office: 6267954814

Business Classification:

Year Founded: 2000

Invest In Continuous Improvement

HATTIE: How does a commercial operation like this get and keep a person of your interest, your academic background, your love of research.

GALEN: Probably, quite frankly, the number one reason is Neil Clark Warren himself. I respect that man, you know, more than most anyone else in life.

But the problem, the scientific problem that we're dealing with is endlessly fascinating. It's a huge problem. It's every bit as complex as studying brain aging, and you know the human beast is endlessly fascinating and in relationships, doubly so. You have two people you're trying to predict.

HATTIE: So you're here because it's fascinating.

GALEN: It's fascinating. And the process up until this point has been one of rigor and, and integrity and to continue we need to, to always be moving on.

GREG FORGATCH: So we now have six different models, all working simultaneously when we're matching people and we're going to continue the furthering of the product development on the, on the matching model and the algorithms and what really works. Team Member: Let's take a look at the data you were talking about.

GREG FORGATCH: (Voiceover) It takes ten times to 15 times longer to complete our profile than any dating service. We then ask people to pay two and a half times what the dating service industry charges. Three times as many people are converting to eHarmony than the dating service industry. So we convert more people three to four times as many and they still pay two and a half times more than the dating service industry because of what we offer.

GALEN: We didn't play their rules either, which is part of the issue as well. I mean, the integrity that's going in -- gone into the scientific modeling is on a par with any work that's being done. But, but we didn't publish our model in journals.

HATTIE: You took it straight to the people who want to use it.

GALEN: We went to people, they're using it. And, you know, why they're using it, that's what I find a terribly fascinating question.

GREG FORGATCH: We think we're on the tip of the iceberg of how to really assess compatibility. So one thing is leading this business is to make sure that we don't get complacent.

NEIL: (Voiceover) Very few people are encouraged to dream a big dream for their lives and I put that as chapter number one in my book on marriage.

I said dream a big dream for you marriage. If you can dream a big dream as -- as a single person, for you life then you have a real shot at finding all the, the pieces that make up the culmination -- the actualizing of that dream.

And I think we've dreamed a big dream for our business.

We would love to change the culture. For every one percent that you can reduce the divorce rate in America, it will affect a million people in one generation. That's our dream.

I am the luckiest man on earth. And that's what I feel. I feel like I'm the luckiest man on earth to have this effort that I can be central to, reach so many people for good.

In the Studio

HATTIE: eHarmony is another great story about the power of an idea. Neil says he is lucky, and so are we that we met him and the team of eHarmony. And there are the lucky couples like John and Cindy who are starting life together on strong footing because they found eHarmony. I'll see you next time.

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