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...

Consumer care lessons from United

You have probably noticed that United Airlines is in the news this week, with quite a bit of commentary on their policies and customer service....

What advice are consumers getting on contacting brands?

Everyone in consumer care is pretty immersed in listening and responding to consumers, it comes with the territory! It can be interesting to take...

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...

Is Facebook Messenger the channel of the future for consumer affairs?

After its announcement in April 2016, many assumed Facebook Messenger and its custom bots would revolutionize the way brands approached customer...

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...

How important is speedy consumer care?

Consumer care shouldn't sacrifice friendliness for speed.