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...

Reflecting on the 2017 Wilke Global Client Conference

It's hard to believe that our Client Conference in Charleston was a month ago. It seems like yesterday I was enjoying S'Mores Cake at Kaminsky's,...

Understanding the consumer affairs audience

‘Who are we talking to?’ is a fundamental question for consumer affairs. Are they brand loyalists or ‘extreme couponing’ aficionados? Do they...