President's Message
SOCAP—Your Resource for Weathering the Storm
In this month’s President’s Message, I want to offer my personal congratulations to Pete Blackshaw on the release of his new book, Satisfied Customers Tell Three Friends, Angry Customers Tell 3000. Pete is a loyal friend and supporter of SOCAP because he believes not only in the power of our profession, but he also knows the truly transformative nature of customer care. In his book, Pete sees tremendous opportunities for customer care professionals to play a greater role in consumer listening and for building stronger brand credibility. It is the transformative quality of the customer care profession that can help to sustain it during these difficult economic times. Right now, we are all under pressure to cut costs, to reduce spending and to tighten the belt. However, during these times, we also need to hold on to our friends, colleagues and resources tighter than ever. I hope that you consider SOCAP as your resource to help you weather the storm. We are here to offer you information, best practices and networking opportunities that can support and advance your careers. In these tough economic times, SOCAP also needs your engagement, support and ideas more than ever.
SOCAP is working hard to provide you with the best opportunities to network within your industry through specialized meetings like our Data Reporting workshop and our Automotive Summit, which have brought together SOCAP members from the food and beverage and automotive industries respectively. Additionally, SOCAP’s 2008 Symposium in Boston convened customer care professionals from six different industries to network, benchmark and share practices through our Industry Learning Labs. Looking ahead to the SOCAP Annual Conference (October 5-8) in Miami, you will once again have the opportunity to learn about the latest consumer trends, to gain deeper insights into what your consumers need and to acquire professional resources that will give you the competitive advantage you need in your job. There will be something for everyone at the SOCAP Annual Conference!
As I think about all of different sessions and activities planned for this year’s Annual Conference, I believe the question really is: How can you not afford to attend the SOCAP Annual Conference? The conference will provide you with one-stop shopping on these timely and relevant consumer issues: Hispanic Marketing, Consumer Loyalty/Advocacy, Corporate Social Responsibility. In addition, we will also offer professional development sessions at the conference in such areas as presentation skills, training and coaching and leadership development. SOCAP is also excited to present, by popular demand, two Spotlight Sessions on Generation Y and Hispanic marketing. Finally, you will hear incredible best practices straight from key corporate decision makers including Tony Hsieh, President and CEO of Zappos.com and D’Arcy Rudnay, Senior Vice President at Comcast Corporation, about how they continue to thrive in these challenging economic times by leveraging their key competitive advantage—dedicated customer engagement. How can you not afford to attend this meeting?
In addition to offering information-packed events, SOCAP continues to focus on bringing opportunities directly to you through CRM Magazine and new online activities. This week, SOCAP is offering a webinar focused on ideas from Pete Blackshaw’s new book. Today’s consumers are talking more than ever! We need to know about these conversations—to find out where they are happening and what’s being said. These critical insights will help us serve our customers better.
SOCAP is also looking for your feedback and involvement. Will you get involved in a SOCAP Committee? Will you contribute an article for CRM Magazine or Update Newsletter? Will you get involved in our new membership campaign? SOCAP needs YOU! We need you to share your connections, your ideas and your expertise with us.
Let’s join together to weather the storm, to transform our businesses and to advance our profession!
Annual Conference Sessions Announced
SOCAP is pleased to announce the breakout sessions for the 2008 Annual Conference in Miami! We have a rich variety of companies and industries represented at this year’s event. SOCAP has designed the Annual Conference program to help you maximize networking opportunities and help you to learn best practices, transform your business and succeed in your careers. Take a look at the current sessions!
Don’t Miss the August 8 Deadline for the Annual Conference
Don’t forget to register for the SOCAP Annual Conference by Friday, August 8, 2008 to sign up for the SOCAP Golf Tournament and get a special deal on the social media workshop. The golf tournament will be held at the luxurious Doral Golf Resort & Spa and the fee to play is $145. The social media workshop is FREE until August 8 but registration is required. After August 8, the workshop fee will be $50. Registration to the Annual Conference is required to participate in both events, so don’t miss the August 8 deadline.
Annual Conference highlights special spotlight sessions
Two of the most popular topics from previous SOCAP conferences will be highlighted at the Annual Conference: Generation Y and the Hispanic Market. Author and Generation Y expert Lindsey Pollak is back to moderate a lively and informative panel discussion with members of Generation Y. Liliana Ramirez, of McDonald Marketing, will offer best practices in responding to Hispanic consumers. Take a closer look at the Spotlight Sessions and these presenters.
35th Anniversary Celebration Call for Photos!
Do you have photos taken at past SOCAP events? Would you like to help SOCAP celebrate 35 years of growth and progress in our profession? Then send your photos to SOCAP!
SOCAP is collecting old photos to help us highlight our 35th anniversary at the SOCAP Annual Conference, October 5-8, in Miami. We are interested in photos from past national conferences or chapter events that you may have attended. SOCAP is looking for photos taken between 1973 and 2003—in either digital or print format, submitted either electronically or by regular mail.
Based on the photos collected, SOCAP will select the photos to include in a slideshow that will premier at the 2008 SOCAP Annual Conference. The photos will also be posted on the SOCAP Web site.
Ways to Submit Your SOCAP Photos:
To submit digital photos electronically, attach the photo to an email and send it directly to Cindy Collins Smith at cindy@socap.org. Or you can upload the photo to a free file sharing service (such as MediaFire or Flickr) and send the link to cindy@socap.org. Digital photos should be at least 72 dpi (Web resolution).
To submit print photos by mail, send your photos to:
Cindy Collins Smith
SOCAP International
675 N. Washington St., Suite 200
Alexandria, VA 22314
Be sure to include your name, address and phone number on the back of the photo and place a mailing label in the envelope so that we can return your photos to you.
To submit digital photos by photo CD or DVD, send the CD or DVD to the address listed above. If you would like your CD/DVD returned, please be sure to write your name on it and include a mailing label in the envelope.
Please submit all photos by COB Friday, August 1, 2008.
Help us fill in 35 years of SOCAP history in pictures!
Door Prizes Being Accepted for Annual Conference
SOCAP is now accepting door prizes for the 2008 Symposium in Boston. To submit a door prize, you can use the online form or download the door prize donation form (.doc) .
SOCAP Hosts Auto Summit, September 9-10
SOCAP will host its 2008 Automotive Summit, September 9-10, at the Birmingham Conference Center in Detroit, MI. The Summit is designed exclusively for automotive brands and their major departments in financial services, dealer support and customer support services. Additionally, this event will offer exclusive benchmarking data to Summit participants on the topics of case management, self-service and quality monitoring. SOCAP members from the automotive industry may register for the Auto Summit at any time. This event is not open to vendors or companies outside the automotive sector.
Ask Socap
Q: I understand that SOCAP International has a LinkedIn group for members. How can I participate in this online group??
SOCAP established a LinkedIn group this year. LinkedIn is a free professional networking site (not a discussion forum) where users can make connections with colleagues or friends, view updates to their network and find business partnerships or opportunities.
SOCAP's LinkedIn group is for members only and a great way to help SOCAP members network online.
It's easy to join the SOCAP LinkedIn group.
Once you’ve joined the group, you can use the member list to contact other group members through Inmail and add SOCAP group members to your list of connections. The big advantage of having LinkedIn connections is that you can easily keep track of your connections’ professional activities. There are many tools available on LinkedIn—Q&As and Recommendations, in particular—that can raise your visibility within your organization and within your profession.
Get linked in with SOCAP today and enjoy the benefits of online networking!
SOCAP Food & Beverage Companies Convene for Successful Data Reporting Workshop
SOCAP’s Data Reporting Workshop, held June 12-13 in Chicago, attracted an impressive number of food and beverage companies for a lively, interactive discussion on the latest data reporting techniques and strategies. Participating companies included Kellogg, Kraft, Nestle, Unilever, ConAgra Foods, General Mills, E&J Gallo Winery, Sargento Foods, Hershey, Whitewave Foods, Maple Leaf Foods, Campbell Soup Company and many others. The workshop included peer presentations on a variety of reporting topics from best reporting styles to how to distribute reports to identifying target audiences.
The SOCAP workshop received high marks from participants. Nearly 70% of attendees said they were very satisfied with the workshop. A full 100% of attendees said they learned new ideas or tips at the workshop that they could use at their workplaces. Also, 100% of participants said they would attend a future SOCAP data reporting workshop if it was offered.
Don't forget the SOCAP international 2008 Membership campaign!
Please be reminded that SOCAP International has begun its "Ain't No Stoppin' Us Now—2008 and Beyond" Membership Campaign! This new campaign is designed to recruit new SOCAP members and to generate membership leads. Prizes will be awarded throughout the year to recognize SOCAP members for their recruitment efforts. At the conclusion of the campaign, the grand prize winner, as well as the second and third place winners, will be awarded. Look for details coming soon about the exciting prizes being offered!
Here's how the SOCAP Member Campaign will work:
- SOCAP members who submit a new member lead or reference to SOCAP will have their names entered into a drawing for a host of great prizes. Each new member lead will count as one entry for the drawing.
- Prizes will also be awarded to SOCAP members who recruit the most new members. First, second and third place winners will be awarded great prizes.
Please visit the SOCAP Web site for more information on the SOCAP Membership Campaign. If you have any questions , please contact Patti Coen, director of membership and chapter relations at (703) 519-3700 ext. 12.
We look forward to an exciting campaign!
Chapter News
The Heartland Chapter
The Heartland Chapter hosted a successful event on Wednesday, May 16, at the Champions Club in Omaha, NE.
60 individuals eagerly waited to hear from speaker Jim Meier, of Training and Consulting Connection. Jim, named in the Top 100 list of personal and professional developmental coaches, spoke on “Championship Coaching,” coaching in the call center and the overall effect of our attitudes in the workplace.
For more information on the event, contact Jamie Toledo at (402) 597-8356 or jamiet@omahasteaks.com.
New England Chapter
The SOCAP New England Chapter had taken a hiatus for the last few years, but is happy to be back, and has kicked off its return with a very successful event.
On Tuesday, June 17, at the Henderson House, in Weston, MA, 29 customer care professionals from the New England region participated in an event filled with peer networking, a dynamic speaker, great prizes and wonderful accommodations.
Susan Getgood, Principal and Founder of Getgood Strategic Marketing, Inc., presented on “Engaging the Customer with Blogging and Social Media.”
For more information on this event, as well as future Chapter activities and events, please visit the SOCAP New England Web site.
Greater Philadelphia Chapter
On Friday, June 20, the SOCAP Greater Philadelphia Chapter held a well received breakfast event at the Philadelphia, PA Zoo.
Participants gathered to hear Bob Sullivan, author of the popular MSNBC blog The Red Tape Chronicles, present on consumer issues in the age of global connectivity.
For more information on this event, as well as future Chapter activities and events, please visit the SOCAP Greater Philadelphia Chapter Web site.
New York Metro Chapter
On Wednesday, June 25, the SOCAP New York Metro Chapter held a successful event at Tiffany and Company’s corporate headquarters, in Parsippany, NJ.
Susan Getgood, Principal and founder of Getgood Strategic Marketing, Inc., spoke on the current and constantly expanding issue of “Consumer Generated Media, Blogging and Social Networking: How This is Changing Corporate Communications.”
The Chapter presented a $1700 check to United Way for assistance to military families. This money was collected at a silent auction that was held several months ago for this purpose.
For more information on this event, as well as future Chapter activities and events, please visit the SOCAP New York Metro Chapter Web site.
Southwest Regional Chapter
On August 20, 2008, the Southwest Regional Chapter will host its 5th annual Hot Summer Nights Network event. Event details are listed below:
Date: Wednesday, August 20, 2008
Time:
6:00pm–9:00 pm
6:00–6:30 pm Registration
6:30–7:30 pm Networking, Cocktail Hour and SOCAP Bingo
7:30–8:30 pm Fun Games
8:30–9:00 pm Prizes!
Place: Dave and Busters, 71 Fortune Drive #960, Irvine, CA 92618
Cost: $35 for members and guests
For more information, visit the SOCAP Southwest Regional Chapter’s Web site!
Minnesota Chapter
On September 10, 2008, at the Embassy Suites in Bloomington, MN, the Minnesota Chapter will host a special double session program.
This special program will be presented by Barbara Sanfilippo, a highly-rated keynote speaker from SOCAP's 2006 Annual Conference in Toronto.
Event details are listed below:
Date: Wednesday, September 10, 2008
Time: 8:30–1:00 pm
8:30–10:30 am Session I — “Dream Big! What’s the Best That Can Happen?”
11:00–1:00 pm Session II — "Staff Engagement - The Key to Bring Your Service and Brand Alive!"
Place: Embassy Suites, Bloomington, MN
Cost: $50 for each Session; Discounted rate of $90 for both sessions
Please stay tuned for more event details!
Georgia Chapter
Tentatively scheduled for Thursday, September 18, at 11:00 am, the Georgia Chapter will host an event in Atlanta, GA on “Why SOCAP Makes Sense for Your Company.”
Please stay tuned for more event details!
Building Consumer Trust as a Competitive Value
By Serg Nolan
SOCAP member Serg Nolan of Consumer Reports wrote an article for the Fall issue of CRM Magazine on the value of building consumer trust as a competitive advantage. Consumer Reports will be presenting at the upcoming Annual Conference in October in Miami.
How has Consumer Reports® built trust over the years and how can your organization learn from their operations?
Many companies today are focused on the bottom line - revenue. But when a customers’ trust is broken, customers will go to competing brands and will tell their friends and family to do the same. According to a recent Booth-Harris survey, 88% of consumers turn first to friends and family as reliable resources of information about companies, products and services. Many companies do recognize that they need to continue to build their brand loyalty but do each of their decisions keep the customers’ best interest in mind, ahead of even their own interests?
Consumer Reports® is a non-profit that has more than 7.5 million consumer subscribers. In an industry where most publishers have been losing market share, Consumer Reports continues to grow its subscriber-base. Its growth rate this past year is not a dismal 2% or 3%, but double digit growth across most product lines. How can Consumer Reports successfully make a healthy profit when the publishing industry looks so gloomy?
Although Consumer Reports has more than 70 years of conventional wisdom, that in itself is not enough to keep this non-profit organization afloat. Generating over $208 million in revenue a year, and an operating margin of about $28 million, Consumer Reports has successfully built the foundation with trust as the keystone of the organization.
Read the complete article in the upcoming Fall issue of CRM Magazine.
