Making an impression with consumer care: Marketing measures 101

If consumer care is going to help grow brand sales it needs to be funded like a brand marketing activity. We are passionate about helping make...

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...

Social Media and Consumer Relations in the UK

The ICCA (http://www.icca.org.uk/) is a membership organisation for FMCG consumer relations professionals. We recently worked with the ICCA to...

Consumer affairs strategy should include word of mouth

tldr - Customer service drives lots of word of mouth, by influential people. It can absolutely be very positive, and word of mouth plays a huge...

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...