To join the discussion, you need to be a member of the SOCAP group on LinkedIn.

How do you tie your data into corporate strategy? Make data come alive. Great take aways from Jeff Hagen

Helen Horsham-Bertels reports. How do you get to know your internal customer. What do they want and how do you KEEP IT SIMPLE. Help them frame the questions and metric

Helen reports: Join the team. Try to engage with multi working teams so that you are not just providing data but perceived as part of the team and solution

Chris Irving reports the valuable role that customer care plays in protecting the consumer

If a brand has any charisma, someone, somewhere is talking about it. You might as well listen.

Social media Sony style – 3 legged stool 1. Look&Listen 2. React&Engage 3. Initiate&Convers

Rick (Sony) social media can help turn around negative experience

George (Comcast) another panel member with same view.. Talk to your consumer in the space they are comfortable.. Amen

WOMMA has 2 components: Offline and Online

78% global consumers trust what other consumers recommend.

Typical American takes part in 125 conversations per week about product and services.

Of those 125 conversations, customers mention specific Brands 90 times.

Social media is hot but only 10% of WOM conversations happen online.

Remarkable things get remarked about.

“Bake it, make it or fake it” – Southwest bakes it into every part of the marketing mix.

Don’t pay people to talk about your products in WOMMA. No shilling.

From Tipping Point – broken window theory: visible signs to customer that the company doesn’t care.

Before doing WOM, spend time and money gaining confidence in your business.

A company’s personality is always its best advertising.

“I have yet to find a company that earned high levels of customer loyalty without first earning employee loyalty.”

Great customer service is the #1 way conversations about brands and services are sparked.

The Container Store pays new employees for 160 hrs of training. Employee loyalty leads to customer loyalty.

1 great employee provides same service of 2 or 3 good employees.

Competitors can replicate products, but they can’t reproduce company culture.

Be everywhere your customers are. If they are on Twitter, be on Twitter.

Can’t have a conversation about exeptional Customer Service w/o talking about @zappos. Want employees who love their culture.

@wholefoods most of their tweets are in response to tweets. Not out doing promotions. Are being where their customers are.

Compassion. Dignity Empathy… Things you can”t measure in the Contact Center but the hardest to instill.

@officedepot 1 degree of separation. You never know who knows whom when you are speaking to a customer.

“It matters how you make people feel”

99% success rate at @fedex pretty good, right? That equals 65,000 errors/day. They do Contact Center right

Make your top executives be a customer of your company to experience the customer service process.

Emily Yellin endorses Customer Experience Teams.

If customers want to talk to you more because of the delightful experience, is that bad thing? No! embrace it. Listen!

“It’s your nickel brother. Talk fast”

Treat employees well and they will treat customers well.. We all think we do it, but do we?

Use the language of your customers. IVR, CRM, ACD, FCR… Acronyms can deaden your soul.

SOCAP member Beth Thomas-Kim is in her book “Your call is ‘not that’ important to us”.
(note: Beth is interviewed in the book and her name appears 17 times)

43 billion Customer Service calls in the USA per year. 140+ calls for every man, woman and child. Talk about WOM!

Emily Yellin: Make a difference.. What is your Karma Footprint?

Your Karma footprint- the sum total of the toxic emotions you put forth every day. Work on lowering it.

Don’t drown yourself in numbers because you will lose your passion.

“Engagement: that’s what he says connects at a cultural level. And while the tactics may be demographically distinct, the strategy works across all of them. Harley Davidson has engaged its consumers for years. Note how they actually tatoo the brand on their bodies. Way more impact than a TV spot or print ad. I think Jeremy would say that the tactics end up being shaped by a confluence of trends, consumer insights and creativity. As a trend guru, he spent quite a while on this, and he’s got a new book on the subject. I believe it’s on Amazon.”