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...

What advice are consumers getting on contacting brands?

Everyone in consumer care is pretty immersed in listening and responding to consumers, it comes with the territory! It can be interesting to take...

5 sources of data to inform Consumer Affairs strategy

Every year or two or three you probably refresh your consumer care strategy and plans. More than just a list of projects, this is a chance to look...