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SOCAP White Papers
White papers are available for download to SOCAP members. Interested in membership? Click here!
A Takeaway of SOCAP's China Study Trip
This white paper recaps the SOCAP China Study Trip, which took place June 20-25, 2013, with stops in Hong Kong and Shanghai. The goal of the study group was to inform SOCAP members about the expectations and practices of Chinese consumers and about the opportunities for doing business in China.
Now Arriving: Big Data in the Hospitality, Travel, and Tourism Sector
This In this white paper, SOCAP International, the Society of Consumer Affairs Professionals, looks at the real opportunity of Big Data and how Big Data is changing the HTT sector. SOCAP represents over 100 brand name companies, many offering hospitality, travel and tourism services. This
discussion begins with the big picture. How is Big Data and data analytics causing a paradigm shift in the HTT experience, and how are companies seeking to remain on the right side of business success adapting their operations to be competitive?
Coming Soon: The Road Ahead: How Big Data is Changing Customer Care in the Automotive Industry
This SOCAP International white paper looks at how the role of customer care organizations within the automobile manufacturer is changing, as well as at how an auto maker’s post-sale interactions with consumers can create the type of rich data that fuels more competitive performance. In terms of role change, an emphasis on customer experience means not only answering customer inquiries but analyzing customer behavior trends, identifying major issues that may impact not just individual drivers but entire classes or categories of automobile owners, and advocating for consumer interests. More so than ever before, Big Data is allowing car companies to capture and respond to the voice of the consumer.
A Customer Care Perspective on Big Data
This white paper explores Big Data as a challenge and an opportunity for customer care organizations. Produced by SOCAP International, the Society of Consumer Affairs Professionals, it is intended to help its members—customer care executives at leading brand name companies—identify the issues, see the possibilities and parse the options in advancing a game‐changing Big Data agenda.
A Seat At the Table: The Role of Customer Care in Social-Media SuccessAs little as a year ago, it was acceptable for customer care to refer to their involvement in social media as “dipping their toe in the water” or “just dabbling in it.” Social media was controlled by a select few in the marketing or public relations department who were exercising control over the brands and calling the shots about what messaging would go out to customers, and when and where there would be involvement. It was not exactly a one-way street, but companies for the most part were still exercising some control, and customer service was on the sidelines.
Eliminating Consumer Confusion: How to Respond to Consumer InquiriesAs consumers continue to utilize the Internet as a source for accurate health information, it is imperative that consumer packaged goods (CPG) companies come together to establish universal responses to common consumer health and ingredient questions. Inconsistent answers from one company to the next can confuse the consumer and lead to an increase in consumer frustration. To help eliminate consumer confusion, the Consumer Packaged Goods Industry Committee of SOCAP developed a survey that addressed how CPG companies handle and respond to consumer inquiries on specific issues.
2010 Social Media Primer
Social Media Landscape in Canada
Le paysage des médias sociaux au Canada
2006 Call Center Employment Outlook
The Changing Landscape of Outsourcing
Doing More with Less
Consolidated Enterprise Reporting for Disparate Systems and Cross-Functional Contact Centers
Raising the Profile of Customer Care
Work Force Management
Is Service Really That Bad?
Building Relationships With CRM
The Death of Lifetime Value
Service in a Monopolistic Environment
Wasting Money Surveying to Get Answers You Already Know
Net-Based Customer Service Systems
Call Center Rep Coaching
Small Win Coaching for Measurable Improvement
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