Archive for the ‘Retail & Consumer Goods’ Category
When I attend a SOCAP International event, I am always amazed at the wealth of knowledge and experience within our membership. As the Membership Chair for 2011, I envision a SOCAP of the future with a large and growing membership, made up of the leading companies and service providers in our profession. I invite you to join me in making this vision reality.
SOCAP recently created four new Industry Communities on LinkedIn (in addition to the already-established Food & Beverage Community ListServ). If you would like to become a member of one of these communities and discuss your industry’s Benchmarking findings in more detail, you can join them by following the links below. Membership in these communities is open to [...]
Here are some of the key issues discussed in the Retail & Consumer Goods industry session: Retail & Consumer Goods Measuring customer satisfaction – 50% collect daily and others monthly Quality monitoring Tracing issue resolution performance to target timeframe Average cost per call $763 Correlation between end-user satisfaction and handle time First call resolution – [...]
During the 2008 Annual Conference, Iasha Rivers of Macy’s spoke to new members and first timers about her experience in SOCAP: Iasha is blogging from the 2009 SOCAP Symposium.
Just wrapped our vertical session. A major request and/or interest area was…get ready for this… SOCIAL MEDIA/NETWORKING! Our group not only wants to learn how to use it, but wants to be on the cutting edge of maximizing the opportunities available with its use. I am now sitting in on the Monday evening general session with [...]
Tom Asher of Levi Strauss & Co. speaks about how SOCAP networking helped him benchmark best practices in customer service and enabled his team to lay out a longterm service strategy: Tom will be co-moderating the Retail Industry Breakout session.
Looking forward to the retail discussions today. I am especially interested to hear about what we as retailers are noticing in the industry, the good, bad and the ugly… Extra – Extra! Tom Asher, of Levi Strauss and former Chairman of the board for SOCAP will be stepping in as co-moderator for the retail vertical [...]