Dr. Melton has a marketing Ph.D. from the University of Alabama and a passion for angry consumers. In fact, the books entitled, Shoppers Scorned, The Dark Side of CRM, and Consumer Anger: At Its Source are a few of her contributions on the subject. She uses her expertise to help firms better communicate with dissatisfied consumers. She is the author or contributor of dozens of research papers in this area and three books. She works to help individuals and firms grow, develop, and transform in the areas of communications, customer service, social media crisis planning, and strategic marketing. Venessa is also a professor, entrepreneur, author, and mother.