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...

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...

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...

Evolving Data Protection Laws in the UK - a consumer perspective

Most consumers are likely to be aware of the Data Protection Act 1998 and of the protections it provides them, including that companies must not...

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...

Six ways consumer relations can do better surveys

In my decade at P&G I spent a lot of time working with surveys…Consumer Relations surveys, brand health tracking surveys, employee engagement...