The SOCAP Night Life: The Secret CHA-CHING!
So much has been said about the first day’s outstanding value that it’s worth noting the easily over-looked value of the SOCAP Night Life!
Have dinner with peers and mix business with pleasure! We all have a favorite topic that’s just begging for insider insights, and a SOCAP dinner is one of the best places to get them. Whether it was covered today or not, what does everybody at your table REALLY think…? For frank, honest straight talk, there’s no better opportunity.
And when you have a few moments in your room, book a 15-minute meeting with one of the most important people at the conference: you! And that’s not just an ego rant. You’re the only person who can translate all the day’s insights into an action plan that will add value at your company. So you need to talk to you!
Take 15 minutes to bullet key opportunities for your company, and outline key steps. Then book some meetings on your calendar to turn those steps into action! I’ve done this for years, and it’s given me a list of SOCAP coups as long as your arm. Some are big, while others (perhaps more) are powerful tactical improvements that kick powerful strategies up a notch. (Don’t miss the low-hanging fruit and quick wins!)
John Cronce – Jockey
Key Issues: Pharmaceutical & Medical Devices
Filed under: Pharmaceutical & Medical Devices, Symposium (2009)
Here are some of the key issues discussed in the Retail & Consumer Goods industry session:
Pharmaceutical & Medical Devices
- Customer Satisfaction – majority of companies focus on phone only
- Quality Monitoring – variations across centers and sites; majority measure monthly
- Uniqueness of pharmaceutical/medical devices industry – training cycles, attrition, deviation processes, definition of successful call, not ROI based, complaint management process
- Handling regulations and continuing to deliver quality
Key Issues: Retail & Consumer Goods
Filed under: Retail & Consumer Goods, Symposium (2009)
Here are some of the key issues discussed in the Retail & Consumer Goods industry session:
- 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 – 70% do not track
Key Issues: Food & Beverage
Filed under: Food & Beverage, Social Media, Symposium (2009)
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 Social Media
- Customer Satisfaction – measuring it and doing it right; connection to quality monitoring
- Metrics for New Consumer Channels
- Chat – how to reach different audiences and what it means
- Lifetime Value of Consumer
Key Issues: Household & Personal Care
Filed under: Household & Personal Care, Social Media, Symposium (2009)
Here are some of the key issues discussed in the Household & Personal Care industry session:
- 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 during crisis situations
- Measuring occupancy vs. utilization – companies use different terms
- Ways for consumer affairs to gain respect of customers that result in buy-in for programs/service targets and budgets
Key Issues: Travel & Hospitality
Here are some of the key issues discussed in the Travel & Hospitality industry session:
Travel & Hospitality
• Doing More with Less
• Maintaining quality and turnaround time with less staff
• Managing customer expectations with media and government pressures
• Customer Satisfaction – impact of scoring and tying to revenue
• Agent retention practices
• Evolving process management
• Complaint Management – providing a speedy resolution
Retail – and Social Media & Networking
Filed under: Retail & Consumer Goods, Social Media, Symposium (2009)
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 Lisa Mann,VP for Consumer Experiences for Kraft Food. And guess what she is talking about? – Leveraging social media in consumer experiences.
Consumers are experiencing a level of control like none other and we need to keep up with their expectations on how we respond to their inquiries, comments and complaints.
Fascinating stuff!
Iasha Rivers – Macy’s
Household & Personal Care Digests Benchmarking Data
Filed under: Household & Personal Care, Symposium (2009)
Household and personal care industry community is digesting benchmarking data and exploring how much of the “gold standards’ apply to their specific companies. Lots of ahas and thought provoking discussion.
More to come!
Sheila Sullivan – Coty
Getting Ready for Retail
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 today. You don’t want to miss this!
Lastly, please be sure to arrive for the session on time. There will be some critical information presented in the first few minutes of the discussion that you need to be aware of that will prove very important for you to maximize your experience. We have a lot of valuable information to cover in a short amount of time. Find us in Renaissance A at 11:00am sharp.
See you soon.
Iasha Rivers – Macy’s
Diving for Buried Treasure
Expectations should run high for this Symposium – certainly mine are.
Most of us have our brains clenched, trying to help take our companies to the next level while navigating the treacherous waters of the global economy. And that’s a real “back to the future” moment for SOCAP.
Most of us weren’t around in 1973 when SOCAP was founded, and so it’s worth remembering that our organization was born into the financial rags and tatters of one of the worst economic downturns in a generation. Members weren’t suffering from bloated budgets, looking for outlets for unwanted money. Times were tough, and they were diving for buried treasure.
And they found it. Consistently. That’s why our organization’s still thriving today. So don your swim fins and oxygen tanks, and bring up a haul for your company!
John Cronce – Jockey