SOCAP Communities

What are some of the important topics that are facing the Customer Care industry today?

Join SOCAP International and the Word of Mouth Marketing Association (WOMMA) for a joint webinar discussion on Tuesday, June 30, 2009 at 2:30 pm EST on “Leveraging Social Media and Word of Mouth to Engage Your Customers and Build Brand Success.” For the webinar, you will hear relevant case study examples from General Mills and [...]

LinkedIn and Facebook and Twitter…oh, my! Online social networking is fast becoming a “must” for businesses and individuals. If you’ve hesitated to get involved or don’t know how, join us for this informative webinar. You will receive an overview of the three most important online networks and learn which ones are right for your goals. [...]

Let’s try this Twitter style: 140 characters max per paragraph. No embedded links. (Click the URL instead). -Last week, I posted “That’s Great – But How Do I Use It in My Business,” discussing ways to use Twitter in biz: http://tinyurl.com/dawp3g -Below are some other Twitter biz resources, found on Mashable (excellent social media blog [...]

Yesterday afternoon, Membership Director Patti Coen mentioned that Symposium attendees who came to the SOCAP table were asking how they could use Twitter in their business. As it turns out, Lifehacker posted an article yesterday morning discussing 6 useful ways to use Twitter. Several of these can be implemented in a business context. Here are [...]

I think everyone will agree that its been a long but informative and productive day at the symposium.  The learnings shared from the benchmark study gave me some good insights into where I match up with other companies in the food and beverage industry.  I already have a long list of things to take back [...]

Here are some of the key issues discussed in the Food & Beverage industry session: Food & Beverage Priority Setting Quality Monitoring Governance (FDA, FTC) Recall Management Emerging Trends Adding Value w/More or Less Correlation between quality and First Contact Resolution (FCR) FCR as part of cost-per-contact Measuring ROI – coupons Transition from Phone to [...]

Here are some of the key issues discussed in the Household & Personal Care industry session: Household & Personal Care Quality Monitoring – a “yes” doesn’t always mean a structured program Use and management of social media Operational Metrics for efficiency – Doing more with less Use of technology to drive efficiency Managing consumers’ perceptions [...]

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 [...]