Archive for the ‘Uncategorized’ Category
SOCAP’s 2011 Annual Conference is right around the corner, and here are the top 5 reasons you should register now to attend! Network with your peers and colleagues from the customer care profession! You won’t find a gathering of nearly 500 customer relationship experts from leading Fortune 1000 companies anywhere else. Breakout Sessions on the hottest customer care topics, PLUS a new Advanced [...]
Both Florida and Nashville will hold regional events to gauge interest in having regular events or maybe even forming a SOCAP Chapter in the future. In a change from previous practice, areas without existing chapters are holding meetings/events of interest to the members in their area. This concept of focusing on the event is being used in Ohio and New England with positive results.
Chris Zoloth is the Director, Global Customer Care for InterContinental Hotels Group (IHG). Chris has been absent from SOCAP for a few years as he focused on repositioning IHG’s overall customer care strategy to better support guests and hotels. We caught up with Chris and asked him a few questions about how things have changed in his world.
Happy New Year! In 2011, our goal is not only to increase both the amount of information and programs available to you as members, but to also offer multiple and diverse access points for you to interact, engage and benefit from SOCAP! Within this e-newsletter, you will hear directly from your volunteer leaders, Susan Baranowsky [...]
The most frequent question that I am asked relative to customer care and service is what consumers should do when faced with a difficult challenge. Reporters, friends and consumers all ask me about options when they are dealing with a difficult customer service issue. What options do consumers have when they are not getting the [...]
By Lon Safko This year has seen riveting changes in the social media landscape. People are dialing up their usage with social media networks to connect with friends, peers and business associates. Facebook has catapulted to an active base of over 400 million users, while Google has jumped into the social networking arena with its [...]
A few days ago, Mashable (the top social media blog) ran a HOW TO: article on using Twitter for customer service. Here’s a quick overview of the points covered: Step 1. Understand why Twitter is an ideal customer service platform Step 2. Track the ENTIRE conversation around your brand Step 3. Make customers aware of [...]