5 Consumer care thoughts from the 2017 KPCB 'State of the Internet' report

Every year I eagerly await the Kleiner Perkins Internet Trends report led by Mary Meeker (previously recommended as data source for strategy...

So you have been acquired....

The buying and selling of brands and companies is a fairly regular part of doing business in the consumer products industry.  But being the ...

Online brand conversations do not represent ALL brand conversations

Not all conversations about brands hit the idyllic notes of the Pissarro painting above, nor do they all look the same! You may recall that a...

Announcing the Wilke Global Partner Program

Over our 35 years in consumer care we have taken pride in offering software that could be implemented without hiring a giant system integrator or...

Inspiration for consumer care professionals from Jeff Bezos

Warrent Buffet's annual letters to shareholders are rightfully well known and famous for bringing a plain spoken perspective to the business of...

Consumer care lessons from United

You have probably noticed that United Airlines is in the news this week, with quite a bit of commentary on their policies and customer service....

A warning for large consumer brands

I want to share an article by Dave Knox, a former colleague who has been exposed to quite a bit of the CPG business from a variety of vantage...