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...

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...

Online brand conversations do not represent ALL brand conversations

Not all conversations about brands hit the idyllic notes of the Pissarro painting above, nor do they all look the same! You may recall that a...

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...

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...