Breakout Sessions
| Monday, October 18 |
Tuesday, October 19
|
|
|
|
Breaking Down Silos: Creating a New Model of Customer Engagement
John Stieger, Procter & Gamble; Kira Wampler, Ant's Eye View
Monday, October 18, 11:00am-12:15pm
Doing what you have always done is not sufficient for the future. Representatives from Procter & Gamble (P&G) and Ant’s Eye View will share their perspectives and experiences on how to frame and execute on a new vision for how your brands engage with consumers. Key takeaways from the session will be to: 1) Learn three key strategies for breaking down silos internally to drive better customer experience and business results; 2) Learn how marketing and support can “just get along” and 3) Hear specific case studies from recognizable brands with measurement and stats to use in your business cases back at the office.
Exceptional Customer Service: Motivate Your Workforce and Engage Your Employees!
Matt Sanders, Hyatt Hotels and Resorts; Ronna Caras, Caras Training Systems
Monday, October 18, 11:00am-12:15pm
In this breakout session, the topics of Motivation and Engagement will be fully explored using moderators and open discussion. This means the solutions will come from you and your peers at Socap. And great solutions they will be!
So, if you have a passion about motivating your workforce and engaging your employees, bring your ideas to this workshop. Please come with your challenges and concerns, too. Together we will share practical, actionable recommendations and create some powerful take-aways.
The FTC’s Efforts to Regulate Social Media Marketing and Privacy: The Impact on Customer Care Professionals
Anthony DiResta, Manatt Phelps & Phillips LLP; James A. Dudukovich, Coca-Cola
Monday, October 18, 11:00am-12:15pm
The current regulatory climate is pro-consumer, and therefore the federal government has identified advertising on social media, digital marketing, and privacy as key to its consumer protection agenda. With pressure from legislators and consumer groups, the Federal Trade Commission is poised to investigate companies allegedly engaged in deceptive or unfair practices relating to marketing on social media platforms or to the collection or use of personal identifiable information as well as promulgate regulations that impact not only company policies but customer relations. This session will provide the background for you to understand the basics involving social marketing and privacy as well as the trends that will impact your dealings with customers. You will also hear from several leading companies about their social media policies and how these policies guide their engagement with consumers.
Engagement: Smart Investment of Time, Tools and Human Capital
Lauren Vargas, Radian6; Erin Santy, SHIFT Communications; Matthew Staub, H&R Block; Bill Johnston, Dell
Monday, October 18, 11:00am-12:15pm
Engagement takes an investment of time, tools and human capital. An organization may not be able to control the conversation across the social web, but has the ability to control their engagement and response time. This panel will discuss what “engagement” really means in the context of social media, what to include in an organization’s engagement guidelines, the outlying bits and pieces of an engagement strategy that really round out connection with customers, and what engagement entails within the confines of regulated industry worlds. Is your organization willing to allocate the resources to manage the engagement expectation, or are there alternative solutions? What type of social media engagement is right for your brand? Only your organization can decide. While there is no cookie cutter approach, this discussion will spark new ideas and put your organization on the right track to start engaging with customers.
Building a Customer-Focused Culture
Jane Judd and Marlene Kanagusuku, Zappos.com
Monday, October 18, 11:00am-12:15pm
Discover how Zappos.com grew their gross merchandise sales from $1.6M in 2000 to over $1 billion in 2008 by focusing relentlessly on customer service. Jane Judd, Senior Manager of Zappos Customer Loyalty Team, and Marlene Kanagusuku, Customer Loyalty Manager, will discuss the Zappos family commitment to WOWing their customers through service, how they retain repeat customers and what they do internally to inspire the Zappos Family culture and core values.
Attendees will learn:
- How the Zappos Family of companies WOWs customers every day
- The power of repeat customers and word of mouth
- Why the Zappos Family culture = delivering happiness
Driving Business through Customer Engagement
Gloria Craighead, Bloomingdale's
Monday, October 18, 1:45-3:00pm
How do businesses continue to drive growth in a challenging economy? How do we differentiate ourselves in this fast changing retail landscape? Gloria Craighead, Vice President of Client Services at Bloomingdale’s, will discuss how the organization is working to connect with customers to build long term, high value relationships. Service enhancements and initiatives—including a new Customer Engagement Survey-- selling effectiveness, client acquisition and outreach, and collaboration across channels, will be discussed as a critical part of the Bloomingdale’s recipe to drive the business through Customer Engagement.
311 - More Than Just a Call Center
Nancy Alfaro, San Francisco's 311 Customer Service Center
Monday, October 18, 1:45-3:00pm
In this session you will learn how San Francisco's 311 Customer Service Center was created in 2007 and how it has continued to expand and stay current with new technology and social media (self-service portal, Twitter, Open311, DataSF) in an effort to make government more accessible to the public; while at the same time, finding ways of maximizing its customer relationship management (CRM) system to provide a higher first-time call resolution and improved reporting.
Delivering Value in a Rapidly Changing Business Environment
Chip Horner, Colgate Palmolive Company; Mike D'Alessandro, Consumer Reports; Lorraine Avery, Associated Bank
Monday, October 18, 1:45-3:00pm
How do customer care professionals gain the ear of their company’s senior management in the face of a rapidly-changing business environment? Customer care executives from leading companies will share insights and stories on how they deliver value and work collaboratively with top management. This session is a follow up to the highly successful discussion at the 2009 Annual Conference on delivering value to senior management. Gain useful ideas on ways that you can best position yourself to make valuable contributions to your company’s key decision makers. Also, hear perspectives from several senior executives from Colgate-Palmolive about how the customer care function benefits their company.
Leveraging Market Research and CSAT
Tim Oakes, Royal Bank of Scotland; Adam Oberweiser, Clorox
Monday, October 18, 1:45-3:00pm
Tips From the Trenches: Best Practices in Vendor-Client Partnerships and Service Management
Rita Wood, Network Direct; Greg Fettes, 24-7 INtouch; Linda Schellenger, Telerx
Monday, October 18, 1:45-3:00pm
Once the decision to outsource has been made and a partner has been selected, the job of performance management begins. Why do some relationships thrive, while others stumble and fail? This high-level presentation will discuss six critical aspects of win-win partnerships, including: culture alignment, regular and dynamic communication, the delivery of innovation, consistency, proactivism and continuous improvement. Executive panelists from 24/7 InTouch and Telerx will share best practices from their own client experiences. Join us for this interactive conversation about outsourced contact center relationships and performance management optimization. Bring your questions!
Blogging for Fun and Profit… the Ins and Outs of Blogging for Your Company and for Your Personal Brand
Robin Carey, Social Media Today; Danny Kennedy, Sungevity; Elisa Camahort Page, Blogher
Tuesday, October 19, 2:15-3:30pm
This panel will look at why people blog, how they get started and how they measure success. Additionally, we will give tips on how to “socialize” your blog, whether to “go it alone” or to syndicate it on a larger blog platform, and the role that other platforms — like twitter and facebook — can play in getting readers for your blog. We’ll look at what companies require in terms of their own policies, and how to best use your blog to reflect the objectives of your company or team.
How to Drive Your Outsourcing Partner's Performance to New Levels
Mike Neeson, Andersen Windows; Sheri Bower, AFFINA; David Richter, Alta Resources
Tuesday, October 19, 2:15-3:30pm
Win (client), Win (outsourcer), Win (customer): Learn how to create an environment that fosters customer improvement based on a “risk / reward” (incentive matrix) model. This session will teach you drive efficiency, productivity, quality and customer satisfaction to new levels. Outsourcing partners will learn to improve agent satisfaction, retention and increase the bottom line. Improve these critical success factors and elevate the customer experience at the same time.
Building a Facebook Strategy
Colleen Sullivan, Director of National Accounts, Facebook
Tuesday, October 19, 2:15-3:30pm
Learn how to build a long term strategy for your brand. Conversation will include best practices on application development, brand page, media and building a conversation calendar. We’ll also discuss pros and cons to global, country & local pages.
Building Loyalty Through Sustainable Customer Engagement
Rob Michalak, Ben & Jerry's; Sue Holden, Seventh Generation
Tuesday, October 19, 2:15-3:30pm
Have you ever wondered how sustainable stewardship and social innovation create consumer loyalty? Now is the time to start your journey into sustainable missions/business practices that your consumer can easily engage and embrace within their daily lives. Find how sharing your mission through best business practices can bring more loyal following from all stakeholders.