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...

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...

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...

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...

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...

Matching the communication speed of consumers

When it comes to opening up the consumer care contact center and expanding the methods used to have conversations with and answer questions from...

Putting omnichannel into the context of consumer care

While omnichannel is currently one of the most used buzzwords in the sales, retail and customer service fields, there's a reason behind the...