President's Message—It's All About the Connections
As SOCAP continues to advance the new strategic vision for our association, your Board of Directors is constantly working to develop the programs that provide you with the tools you need to bring a strong competitive advantage to your company as a customer care expert. We are doing this in many different ways. One major way is by connecting you to the people, resources and networks that are essential to your professional growth. By connecting you to the right people and expanding your networks, SOCAP can provide you with a key competitive advantage. At SOCAP, it’s all about the connections!
Connecting by Industry
At the recent Symposium in Boston, SOCAP launched new Industry Learning Labs that provided attendees with the ability to meet, connect and learn from other customer care professionals from within their industries. Based on attendee feedback, we know that these industry-specific sessions were valuable to attendees. In fact, more than 70% of Symposium attendees rated the Industry Learning Labs as above their expectations. An overwhelming percentage of attendees also encouraged us to offer the Industry Learning Labs at the SOCAP 2009 Symposium, April 17-22 in Chicago. The importance of industry connections to our members was loud and clear!
SOCAP will also be offering two new upcoming events focused on industry networking. First, we will host our first Food & Beverage Data Reporting Workshop, June 12 –13, 2008 in Chicago IL. Additionally, SOCAP will once again host our Automotive Summit, September 8-9, 2008 in Detroit, MI. This Summit, which is open only to the major automotive manufacturers, will offer a unique opportunity for the top automotive brands on the planet to share best practices and new ideas. At last year’s Automotive Summit, SOCAP brought together members from Audi, Chrysler, Ford, Freightliner, General Motors, Honda, Hyundai, Jaguar, Kia, Lexus, Mazda, Mercedes Benz, Nissan, Toyota, Volkswagen, Volvo and others.
Connecting Locally
Making connections at the local level is also critical. Through your SOCAP chapter, you have the ability to connect locally with other SOCAP members. SOCAP chapters offer unique programs and training for all levels of customer care professionals at very attractive prices! For more information about chapter meetings, please visit the Chapter News section of this newsletter. I encourage you to use your local chapter—visit a local call center, meet with a vendor in your area or have lunch with a fellow SOCAP member to share some of your experiences.
Connecting Internationally
Through SOCAP’s international network of customer care professionals in areas such as Australia, Brazil, Canada, Europe, Japan, Korea and South Africa, you have the ability to learn and share with a truly global professional organization. I am pleased to report that our organization has been enjoying very robust and productive discussions with our international partners on ways to better connect our SOCAP International community and build a stronger model going forward.
Connecting Virtually
SOCAP also offers you ways to connect in a virtual way with your colleagues. I invite you to join our recently launched professional group on LinkedIn or follow us our discussions on Twitter. If you do not know what I am talking about, just click these links to become more familiar with these new technology and connection vehicles. Your consumers certainly are!
Connecting with SOCAP
For the ultimate SOCAP connection, join us in Miami, Florida, October 5-8 for the SOCAP 2008 Annual Conference. SOCAP will not only celebrate our 35 th anniversary at the Annual Conference, but we also will showcase best-in-class customer care experts from top companies and focus on the major themes of Hispanic marketing, business social responsibility and consumer loyalty/advocacy. This year’s Annual Conference promises to be one of the best ever so register today!
Yes, it’s all about the connections at SOCAP—connections with each other, connections with educational resources and connections with SOCAP programs. It’s all within your reach so I invite you to make your own connections!
SOCAP Symposium Offers Learning, Networking and Fun in Boston
Networking and learning were in the air at the recent SOCAP 2008 Symposium, April 27-30, in Boston. The Symposium featured top keynote speakers from the airline and technology sectors, along with a leading futurist who talked about major trends impacting the customer care profession. The conference also included new Industry Learning Labs highlighting some of SOCAP’s key industries as well as breakout sessions addressing the topics of globalization, consumer trends and data reporting.
Keynote Speakers
Futurist and author, James Canton, kicked off the conference with his opening keynote presentation on key globalization trends that businesses must face now and into the future. Canton encouraged attendees to learn more about “edge cultures” or new industries that will help them stay current on trends impacting their industries. B.J. McDonald, Senior Director at Continental Airlines, gave attendees tremendous insight into some of the programs at Continental that are helping to develop and retain the company’s customer service agents.
Olivette Whipple, VP of Globalization at IBM, talked about benefits, risks and lessons learned at IBM in launching the company’s contact center strategy. Sid Fuchs, President/CEO of OAO Technology Solutions, closed the Symposium with his keynote on the evolving business strategy as it relates to globalization. He also shared his personal views as a CEO about the importance of customer care insights at the C-Suite level.
Industry Learning Labs & Breakout Sessions
Industry Learning Labs were new additions to this year’s Symposium. These labs were organized around five major industries: Pharmaceutical & Healthcare, Food & Beverage, Retail & Apparel, Consumer Products and Travel & Hospitality. The learning lab sessions offered presentations from different industry experts and facilitated group discussions on a variety of industry-specific topics such as handling adverse effects (Pharmaceutical/Healthcare), the green issue (Retail/Apparel) and dealing with consumer fraud (Food/Beverage). Participating companies in the SOCAP Industry Learning Labs included Unilever, Roche Diagnostics, Kellogg, Coca-Cola, Macy’s, Westfield, JetBlue Airways, Orbitz, Midwest Airlines, Starwood Hotels & Resorts Worldwide, Ortho-McNeil, Continental Airlines, Levi Strauss, Coty and others.
The breakout sessions at the Symposium offered presentations from a variety of leading companies on globalization, data reporting and consumer trends. Participating companies included Phillip Morris International, Kraft, Clorox, Sara Lee Corporation, Clorox, Campbell Soup Company, Bayer Healthcare, Reckitt Benckiser, Westfield and others.
The Symposium also included meetings for both of the SOCAP Special Affinity Networking Groups (SANGs)—the Executive SANG and the Food & Beverage SANG—as well as a special workshop on "Engaging the Customer with Blogging and Social Media."
Boston was a great venue for all of the Symposium activities. In addition to attending the educational sessions, the Symposium attendees also enjoyed plentiful networking opportunities with each other and SOCAP’s business partners in the exhibit hall. Attendees also danced the night away at the Symposium social finale, a dinner cruise aboard the Odyssey cruise ship.
This year’s SOCAP Symposium offered great learning and networking opportunities for all. Just take a look at what our attendees said about their experience at the 2008 Symposium:
- 71% of attendees said the SOCAP Symposium was above their expectations
- 63% said they were satisfied with the Symposium speakers and presenters
- 95% said that the Symposium topics (Globalization, Data Reporting and Consumer Trends) were timely, practical and relevant themes
- 73% said the Industry Learning Labs were above their expectations
- 97% said they wanted to have SOCAP Industry Learning Labs at the 2009 Symposium
SOCAP Is LinkedIn!
For two years, SOCAP International has been exploring consumer-generated media (CGM) and social networking. CGM guru Pete Blackshaw delivered a keynote at the 2007 SOCAP Annual Conference. Social networking expert Susan Getgood delved in to blogging and a plethora of other social media platforms in a recent workshop at the 2008 SOCAP Symposium. Now, SOCAP has formed its own professional group on LinkedIn.
LinkedIn is a free professional networking site that enables you to maintain an online network of your professional and personal contacts (called “connections”). As with other social networking sites, LinkedIn updates your network as your connections add new connections, respond to professional questions, join professional, conference or alumni groups and make or receive recommendations. This automatic update feature is a powerful tool, enabling you to see if there are people you should connect with, groups you should join, questions you should read or answer.
The SOCAP International LinkedIn group—available as a member benefit to all current SOCAP members—is SOCAP’s home on LinkedIn. The listing of group members will make it easier for you to add SOCAP members to your LinkedIn network so you can view their connections, receive their network updates and keep on top of their latest professional activities.
Since each member of the group can create individual contact settings, some may opt out of being contacted through the group. However, if you really need to connect with a specific member, the 2008 SOCAP International Membership Directory and the SOCAP Online Directory always provide you with comprehensive contact information.
One benefit of joining the SOCAP International group is that you get to wear the new SOCAP logo on your LinkedIn profile. You can show your SOCAP pride while raising awareness of SOCAP’s benefits for customer care professionals who are not yet SOCAP members.
It’s all free, so join SOCAP on LinkedIn today!
All current SOCAP members are pre-approved for membership in the LinkedIn group. If you have any trouble enrolling, please send an email to cindy@socap.org.
Ask SOCAP
Q: What is an effective way to leverage the networking opportunities offered at SOCAP national meetings?
A: A practice that I developed at conferences was to collect business cards, and as soon as I got back to my room at night, scribble a note on the back of each one to remind myself what I’d discussed with that person, what subject prompted me to engage with them, what commonality or difference we shared. So when it came to compiling my thoughts after a conference, I had all my notes, my ideas and my list of to-dos. I would return to the office and call those people or email them, pushing out that our conversation had prompted me to consider this or that. I’d ask, “What’s your experience with this?” and “Do you know anything about this issue?” or “How does your company handle that??” It made a huge difference in the level of takeaway because the takeaways would continue for months. Then it just evolved into an ongoing thing.
This idea was provided by Sheila Sullivan of Coty. If you have an effective or helpful idea on ways to leverage networking at SOCAP conferences, then we want to hear from you! Email your idea to update@socap.org.
SOCAP 2008 Annual Conference in Miami — Register Today!
Don’t miss the SOCAP 2008 Annual Conference, October 5-8 at the Loew’s Miami Beach Hotel in Miami, FL. The conference will explore the following themes: Hispanic Marketing, Business Social Responsibility, Consumer Loyalty & Advocacy and Professional Development
Additionally, SOCAP is pleased to welcome the following keynote speakers:
- Tony Hsieh, President/CEO, Zappos.com
- Kelly McDonald, President, McDonald Marketing
- D’Arcy F. Rudnay, Senior Vice President, Corporate Communications, Comcast Corporation
The SOCAP Annual Conference will include diverse breakout sessions and special plenary sessions on Hispanic Marketing and Generation Y. SOCAP will celebrate its 35 th Anniversary at this year’s Annual Conference and honor chapters through the presentation of the Chapter Achievement Awards.
Don’t miss this year’s SOCAP Annual Conference. Register today!
SOCAP Celebrates 35 Years of Change and Progress: An Interview with Sheila Sullivan
As part of SOCAP’s 35 th Anniversary, SOCAP spoke to Sheila Sullivan, a long-time SOCAP member and former SOCAP Board Chairman. SOCAP interviewed Sheila for Update Newsletter.
UPDATE: How have you seen SOCAP evolve during your years with the organization?
Sheila Sullivan: SOCAP has evolved from a good educational community for people in customer care into a powerhouse of an organization. And a lot of this has happened just within the last few years. When I first joined SOCAP, it was a great place to network with people in the customer care profession and connect with consultants and suppliers. It was a place where you could discover all of the different tools that were available and evolving for the customer care profession.
But now, SOCAP is an organization that is leading the customer care profession in a way that drives individuals to become more vocal, think more strategically and teach customer care professionals, literally, how to demonstrate the ROI of the customer care function in their business.
SOCAP has gotten extremely good at looking five years down the road and giving people in this profession direction on what to think about. It’s gotten good at providing information and offering resources and opportunities for individual exploration and networking.
In addition to the Chapter communities, the different international affiliates and the national organization’s ability to draw non-U.S. professionals to conference events have given SOCAP a much more global presence. The global focus along with the much higher quality of education are elements that provide members with so many more opportunities.
Having Beth Thomas-Kim’s Economics Professor address the Executive SANG at last year’s Annual Conference—that’s the kind of out-of-the-box opportunity that epitomizes the value of SOCAP. One would not necessarily think that this brilliant global economist would relate to people in the customer care profession for candy, and cereal, and perfume. Boy, was I wrong!
UPDATE: That was a very dynamic session.
Sheila Sullivan: Unbelievable. And it’s because we have people thinking strategically and an organization embracing strategic thinking.
SOCAP has also gotten extremely sharp at soliciting the feedback that will continuously improve SOCAP’s offerings. That’s where SOCAP has really exploded. What I see now is a myriad of offerings that can’t help but feed every one’s mind at every level in customer care—with opportunities, trends, innovations, foresight.
SOCAP does a great job of bringing along the entry level customer care professional—whether it’s a rep or a call center supervisor. But for me, the primary evolution has been the higher level of thinking and the strategic focus for the SOCAP member who has been around for a decade and whose job, like mine, has grown exponentially. My job began as just me in one office starting a program, selecting an application, finding the vendors and structuring something to support seven Calvin Klein fragrances. Now I’m working with a staff of nine people all over the world supporting a $3.5 billion dollar business with 50-plus celebrity and designer licenses, and I don’t even know how many fragrances and products!
The journey starts with one step. I go back to the day when I was still new—within my first few years with the New York Metro Chapter. I happened to arrive a little early at a New York Chapter meeting, and someone said, “ So-and-So was going to handle the registration desk but her little boy got sick this morning, and she’s not going to be able to make it. Do you think you could help out?” Three years later, I was elected to the Board of the New York Metro Chapter, and the rest is history.
I think it’s a matter of keeping one’s mind open to all the prospects that are there and making the decision to grasp them and explore them and then put them to work. In my early SOCAP experience, I would come away from chapter meetings or even national conferences, and my brain would be so packed with ideas that I would usually spend the plane ride home just compiling all the notes I’d taken. Then I’d create a second list of to-dos and go through all the business cards I’d collected.
UPDATE: So it became a combination of SOCAP’s education and networking components.
Sheila Sullivan: Exactly, and the networking component is one that I see every time we have first timers at conferences. Now we have first-timers in red badges, so I am very, very conscious of seeing people with red badges wandering or sitting alone at conferences. I reach out to them and engage them and ask, “What session are you going to? You haven’t decided? Let’s look at this.” Then I’ll talk to them about their objective and help them focus on the opportunities that are there. But I connect specific opportunities with what they perceive as their current challenges in their business and their objective. I do that because I still remember my very first SOCAP conference. I didn’t know many people. All I knew were a handful from the New York Metro chapter. But pushing myself to network with others and talk to people that I didn’t know made all the difference.
UPDATE: Do you have anything else that you’d like to add?
Sheila Sullivan: I do! Reinstating the committees was huge. That was a major plus and a significant differentiator in the new evolution of the organization. Then there was the creation of the SANGs.
I think that the combination of driving myself to greater depths of involvement with the organization in conjunction with the organization’s stellar evolution—that is the innovative advantage I see in SOCAP. From what I experienced in Boston, it’s already better than it was a year ago and it’s just going keep getting better.
I feel humbled by how much the organization has contributed to my professional development, my knowledge, my confidence and my ability to articulate the bottom-line contribution the customer care function contributes to a business. There’s an abundance of tools and initiatives that are consistently generated by the organization. Like I said, I am humbled by what SOCAP has given me professionally and I mean it when I say that.
I honestly believe that I would not have been as prepared—nay eager!—to jump at the tremendous career opportunity I was given when my former company was bought by Coty. It was through a SOCAP session that I learned really effective ways to deal with change, to embrace it and view it as an opportunity.
That is one reason why I was able to say, “Not only am I interested, but I am prepared. I’ve got my notes in one back pocket and SOCAP in the other, so let’s go!”
NOTE: A longer interview with Sheila Sullivan may be found in the Summer issue of CRM Magazine. Look for this issue coming soon!
Upcoming SOCAP Events
SOCAP is pleased to offer these two upcoming events for members:
Data Reporting Workshop
June 12-13, 2008
Hilton Garden Inn
Chicago, IL
Join your colleagues from the Food & Beverage industry at the SOCAP Data & Reporting Workshop. This workshop will be an informative, insightful and practical program on reporting standards, realistic solutions and best practices exclusively for the Food & Beverage industry!
2008 Automotive Summit
September 9-10
Birmingham Conference Center
Detroit, MI
Join the major automotive brands at the 2008 Automotive Summit to share best practices and to network with colleagues. The Summit is open only to SOCAP members from automotive manufacturers. Look for meeting details coming soon!
Join the SOCAP International Membership Campaign!
SOCAP International is pleased to present the “Ain’t No Stoppin’ Us Now—2008 and Beyond” membership campaign designed to help generate membership leads and to recruit new SOCAP members.
Here’s how the two-part campaign will work:
- Individuals who submit a new member lead or reference to SOCAP will have their names entered into a drawing for a host of prizes. Each member lead counts as one entry for the drawing.
- Prizes will also be awarded to individuals who help to recruit the most new SOCAP members. There will be a first, second and third place winner. The individual who recruits the most new SOCAP members will receive a complimentary registration to the 2009 Symposium in Chicago!
Additionally, SOCAP chapters will also receive awards based on participation and membership. Awards will be given to chapters with the highest percentage of members who submit new member leads to SOCAP. Chapters with the highest membership growth will also be awarded through this membership campaign.
Look for details on SOCAP’s new membership campaign, coming soon!
Chapter News
Chicago Chapter
On June 12, in conjunction with the Food & Beverage Data Reporting Workshop, the Chicago Chapter will host a social/networking event consisting of a wine tasting and cocktail reception.
Date: Thursday, June 12
Time: 5:00-7:30 pm
Place: Hilton Garden Inn — Chicago O'Hare (2930 S. River Road,
Des Plaines, IL 60018)
Note: This is the same place as the Data Reporting Workshop
Cost: $20 (for SOCAP Chicago Chapter members only)
New England Chapter—Kickoff Event!
On June 17, the newly re-formed New England Chapter will hold its kickoff event, featuring speaker Susan Getgood on the topic "Engaging the Customer with Blogging and Social Media." Special first-meeting pricing includes lunch and a generous welcome gift assortment for each participant including products and coupons from SOCAP International member corporations. Those who bring colleagues from their company will each receive an additional gift of thanks for helping make this first meeting successful.
Agenda:
- 11:00 Registration and Check In
- 11:30 Welcome: "How this service organization can serve you”
- 12:00 Buffet Luncheon
- 12:45 Presentation: "Engaging the Customer with Blogging and Social Media"
- 2:15 Speed Networking & Non-Stop Laughing
- 2:45 Parting Thoughts and Gifts
Date: Tuesday, June 17
Time: 11:00 am-3:00 pm
Place: Henderson House (99 Westcliff Rd, Weston, MA 02493)
Cost: $40
Information: http://socapnewengland.org/event_2008_06_17.htm
Registration: http://boston.myeventguru.com/events/3765
Greater Philadelphia Chapter
On June 20, join the Greater Philadelphia Chapter for breakfast at the Philadelphia Zoo as Bob Sullivan addresses consumer issues in the age of global connectivity. Sullivan, a blogger, consumer advocate and noted author, covers Internet scams and consumer fraud for MSNBC.com. Every attendee receives a copy of Bob's latest book, Gotcha Capitalism.
Date: Friday, June 20
Time: 9:00 am-12:00 pm
Place: Peacock Pavilion at the Philadelphia Zoo
Great Lakes Chapter
On June 12, the Great Lakes Chapter will host its 16th Annual Summer Golf Classic Scramble. Please join your fellow SOCAP members and friends for a fun day filled with great golf, fantastic prizes, excellent food, and a chance to win a VW convertible for a week!
Not a golfer? No problem! Special activities are planned for those who do not wish to play.
Prizes for:
- Toys for Tots Par 3 Fund Raiser
- Team Ball
- Fire Drill Hole
- Longest Drive
- Closest to the Pin
- Closest to the Line
- Lowest Foursome Score
- Team Putting Contest
Agenda:
- 8:30am-10:00am: Pre-Golf Early Birdie Session (includes guest speaker Larry Freed, President/CEO of ForeSee Results, who will be presenting “How Online Customer Satisfaction Drives Financial Results: Highlights from the Top 100 Online Retail Satisfaction Index”
- 10:00 a.m. Registration Begins
- 11:00 a.m. Tee Time Begins
- 5:30 p.m. Dinner/Awards
All players are required to wear soft spikes.
Date: Thursday, June 12
Time: 8:30 am-6:00 pm
Place: Tanglewood Golf Course ( 53503 W. Ten Mile Rd., South Lyon, MI 48178)
Cost: $98 per person or $350 per foursome with advance notice (cost includes: 18 holes of Golf, Golf Cart, Lunch and Dinner)
Information: Contact Chip Rohde at 313-566-0573 or visit http://www.socapgreatlakes.org/events8golf.aspx
New York Metro Chapter
On June 25, the New York Metro Chapter will host “Breakfast at Tiffany’s,” with a program including buffet breakfast and a talk by Susan Getgood. Meeting topic: “CGM, Blogging and Social Networking: Are They Redefining Corporate Strategy?”
Date: Wednesday, June 25
Time: 8:30 am to 1:00 pm
Place: Tiffany & Co. Parsippany, NJ
Your New Toll-Free Number Is Ringing! Is Anyone Answering?
By John Cronce
You have a new toll-free number, but you may not realize it. And so maybe nobody’s answering it. Consumer phone calls, emails and faxes are funneled directly into your contact centers. Meanwhile, the new toll-free number, consumer-generated media, is proliferating on the Internet as consumers share the same types of insights they’ve always shared with your contact center—except that now, courtesy of the Internet, they’re talking on an idiomatic “party line” that the whole world is plugged into.
Why would we turn our backs on consumers expressing their thoughts just because they’re using a new medium? The only thing holding us back is that these are floating around out in Cyberspace instead of being poured into our contact centers. That’s a very big difference, perhaps even a little intimidating. How do you get your arms around it? For that matter, can you?
It’s the perfect time for small beginnings. Look for the low-hanging fruit:
Existing CGM Initiatives: Play “Columbo.” Stroll over to the offices of your PR, marketing or corporate communication mavens. Scratch your head and ask with wide eyes, “Have you heard about all this consumer-generated media? Are we doing anything about that?”
If your company has any sort of initiative, ask questions. No need to unnecessarily intimidate anyone by seeming to be an “interloper.” Just be fascinated. Even the busiest people love having fans. Ask their permission to drink from the fountain of knowledge.
Then watch for opportunities. Look for unmet needs, maybe even needs they’re not aware of.
For more extensive information on how your customer care department can respond to this important new venue for consumer feedback, read the complete article, along with other articles on social media, in the upcoming Summer issue of CRM Magazine.
