So you have been acquired....

The buying and selling of brands and companies is a fairly regular part of doing business in the consumer products industry.  But being the ...

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...

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...

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....

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...

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...

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...