Customer Care Leaders must adapt in Digital Age

The digital age is upon us, with advanced technology working its way into every facet of society. That means consumers expect digital aspects in...

Bringing Text Messaging to the Consumer Experience

What is your main form of communication? If you said texting, your habits are right in line with the majority of Americans. A Pew Research Center...

Should consumer affairs abandon service levels?

Recently the topic of service levels came up in a group discussing consumer care. I was heartened to hear from several people that they have...

Accounting for accounting - why consumer relations should care about classifications

A post about accounting? I can almost hear the frantic clicking to escape to something more exciting...but bear with me. Accounting can play an...