Understanding how consumers research and engage brands

While many brands have a detailed understanding of their target consumers, it does not often include topics important to consumer care teams. For...

Insights from the Wilke Global Shopper Study

While we are best known for our work in consumer affairs software, Wilke Global also provides a product locator solution to several hundred CPG...

6 Takeaways from the 2017 SOCAP Annual Conference

Several members of the Wilke team recently had the chance to join the SOCAP Annual Conference in San Diego, I wanted to share a few thoughts we...

3 Ideas to Turbocharge Consumer Affairs Insights

More and more our clients tell us that identifying insights is a key role for consumer affairs. It is exciting to be asked to represent the voice...

7 Takeaways from the SOCAP Data & Reporting Workshop

We recently had the chance to attend and facilitate a session at the annual SOCAP Data & Reporting Workshop in Chicago. With over 20 of our client...

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...

How important is speedy consumer care?

Consumer care shouldn't sacrifice friendliness for speed.