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2012 Symposium: Sub-Banner

SOCAP 2012 Symposium - Trend Session Information

Symposium Industry Sessions

Consumer Packaged Goods (CPG)

How to Handle Regulatory Audit
Monday, April 23 | 2:00 - 3:30pm
Speakers:  Melanie Neumann, Price WaterhouseCoopers; Tom Wiester, WhiteWave Foods; Dave Baldwin, Pinnacle Foods; Lynn Reilly, Pinnacle Foods (moderator)
Learn the steps and processes involved with a regulatory audit and what companies from Consumer Packaged Goods (CPG) need to know to survive an audit.  Session presenters from different CPG brands will share useful insights on handling regulatory audits.  This session will also provide ideas and best practices on how Consumer Affairs can build stronger partnerships with Quality Assurance departments to achieve success with an audit.

In this session, you will learn:
  • Reporting requirements and executions for compliance with regulatory audit
  • Documentation requirements
  • How you and your department can develop stronger partnerships with Quality Control

Mitigating Risk with Social Media
Tuesday, April 24 | 10:45am - 12:45pm
Speakers: Jeanne Jones, ConAgra Foods; Nancilyn Folkerts, Bimbo Bakeries; Suzanne Henricksen, Clorox; Jack Sullivan, Unilever (moderator)
In this session, CPG companies will discuss how they are leveraging social media as an integrated communication channel with existing resources.  Presenters will also address specifically how they are using social media tools to document and track escalated incidents. Come to this workshop prepared to share your own social media strategies!

Retail & Direct Sales: The Destination Is YOU
Speaker: Douglas Stephens, Founder, Retail Prophet

How differently would you run your physical distribution if its sole purpose was no longer to deliver products but rather experiences? What metrics would you employ to gauge your success? How might your organization manage your field operations differently?

In this interactive breakout session, you'll enjoy a deeper dive into the futuristic concepts discussed in the morning keynote address from Retail and Consumer Futurist, Douglas Stephens. Explore the implications for marketers, field operators and supply chain management in a world of everywhere/anytime distribution. Share insights on the strategic value of physical locations and the metrics used to operate them as lines between physical and digital distribution blur.

Healthcare: Building Patient Confidence
Moderators: Michael Boudreau, Eli Lilly & Co.; Sally Carlson, Roche Diagnostics; Leo Dodds, Janssen Research & Development, LLC

This interactive, roundtable discussion will address ways that healthcare companies can improve the overall quality of customer or patient interactions. Items to be discussed include how to build customer trust after a product recall, the different types of incidents that can affect patient trust and how to help customers understand the necessary regulatory policies that healthcare companies must follow in the interest of patient safety. Come and share your tips and ideas for building patient confidence in this collaborative session.
Hospitality, Travel and Tourism

Keeping a High Bar on Agent Utilization
Monday, April 23 | 2:00 - 3:30pm
Speaker: Michelle Mitchell, InterContinental Hotels Group

Does agent attrition and burnout concern you? The Hospitality, Travel & Tourism community will share their successes and failures in addressing this issue. Members have been developing priorities for the customer relationship experts in this unique community. This session will focus on setting and keeping a high bar on agent utilization without creating burnout or higher attrition.

By attending this session, you will learn:

  • metrics for measuring productivity
  • goals for agents
  • training
  • supervisory ratio
  • solid suggestions for addressing the problems that each of us face in agent utilization.

Dealing With Increasing Customer Expectations
Tuesday, April 24 | 10:45am - 12:45pm
Speakers: Helen Horsham-Bertels. Starwood Hotels and Resorts; Anne Seeley, United Airlines

The Hospitality, Travel & Tourism Community works in a dynamic industry where customer demands can be high. We all know it costs more to gain a new customer than keep the customers you have. In this session, we will discuss together how to deal with increasing customer demands.

This session will address the unique issues members face regarding:
  • Elite customers
  • Social media occurrences
  • What to do when an infrequent customer is not satisfied with the treatment received
  • Processes to address controllable and uncontrollable events that affect a large number of people
  • Recommendations on further resources needed to keep satisfaction ratings as high as possible


2012 Symposium: Cancellation Policy

Cancellation Policy:

Refunds for cancellations must be made in writing (via email or fax) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before March 23, 2012. No refunds after March 23, 2012. Substitutions will be gladly accepted at no charge until April 6, 2012. A $150 fee will be charged on any substitutions made between April 6 and April 13, 2012. No substitutions after April 13, 2012. Registration transfers to future meetings will not be accepted.

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