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,...

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...

Have a plan for splitting the consumer care bill

In a company with multiple brands or divisions, the allocation of ‘shared’ costs can be a contentious topic. ‘Is my division REALLY getting our...

Butterball saves Thanksgiving dinner via text, Wilke Global is there to help!

Our friends at Butterball have some lessons for all of us in consumer affairs. First, they are one of the few that have commercialized the value...

A first - consumers automate customer service!

Bots for customer service have gotten quite a bit of press in 2016. From the automated email responses of the internet boom (remember Kana?), to...

Top 10 Consumer Care Takeaways from SOCAP's 2017 Annual Conference

SOCAP's Annual Conference the other week once again delivered great insights - this time on Digital Consumer Care. In case you missed the...

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...