SOCAP International

SOCAP Blog

  • Benchmarking Study Finds Companies Offering Multiple Channels for Customer Care

    Posted on: 06/14/2013

    A new study produced by SOCAP International, the Society of Consumer Affairs Professionals, and COPC Inc. finds companies both using multiple channels through which they interact with customers and taking steps to amplify the Voice of the Customer (VOC) within their organizations.

    June 13, 2013
    For more information, contact:
    Marjorie Bynum, Vice President of Education and Communications
    marjorie@socap.org | (703) 910-2473 

    Alexandria, VA- A new study produced by SOCAP International, the Society of Consumer Affairs Professionals, and COPC Inc. finds companies both using multiple channels through which they interact with customers and taking steps to amplify the Voice of the Customer (VOC) within their organizations.

    "In conducting this survey, we wanted to explore if and how America's brand name companies are achieving multichannel integration with respect to customer care and whether this process is changing over time," said SOCAP President and CEO Matthew D'Uva.  "From a voice of the customer perspective, we wanted to know more about how this data is managed and measured and whether it is having an impact on customer service operations.  The survey generated valuable insights on both topic areas."

    Key among survey findings:

    • Over half of the respondents use at least 6 channels, which were evenly distributed between real-time interactions and deferred transactions;
    • Over 84% of respondents offer self-service options to their customer base, a 20 percent increase over 2011 survey results;
    • Over half of the organizations indicate they are using multiple channels for self-service options. The most common option is interactive voice response;
    • Almost 70 percent of organizations report that they have changed how they do business with their customers as a result of mobile technology. The biggest change, over 50%, report an increase in mobile phone apps and integrated websites;
    • The ownership of multichannel integration is shared between Consumer Affairs (45%) and Marketing (42%) with Customer Care being the third most utilized support group;
    • There has been little change from 2011 to 2013 in the integration of tools across channels. This suggests that as multichannel integration increased the need to integrate the data did not follow suit;
    • Over 95% of respondent have at least a moderate interest in the VoC to make changes to improve products or services;
    • 76% of organizations use "Post Sales" to interact with customers and approximately 70% of respondents use customer satisfaction in some capacity to measure the overall customer experience;
    • Only about 17% of respondent indicate they are measuring and tracking any ROI on VoC initiatives.

    "With the proliferation of customer service channels through social media, contact centers and other sources and the need to differentiate brands through improved customer experience, performance benchmarking information becomes more important than ever before," said COPC Chairman and Founder Cliff Moore.  "We are pleased to work with SOCAP in helping its members to achieve outstanding customer care."

    The web-based survey, conducted between March-May 2013 is based on the responses of 46 companies representing six industries.  Consumer packaged goods companies constituted 52% of respondents.

    The summary findings of the study are available at https://scpelc.egnyte.com/h-s/20130627/591f0e91f8444b43.

    About SOCAP International

    Headquartered in Alexandria, Virginia and formed in 1973, SOCAP is composed of over 2,000 best-in-class customer care executives and professionals from over 100 brand name companies throughout the U.S. and Canada.  SOCAP is a member-driven organization committed to promoting customer care and engagement as competitive advantages.  SOCAP members include vice presidents, directors, and managers of customer care and consumer affairs as well as hundreds of business partners, individuals representing the solution provider community.  SOCAP member benefits include education and training, peer-to-peer networking, relationship building, partnership programs, conferences and seminars, news and information, research, and more.

    Visit SOCAP on the web at www.socap.org.

    About COPC Inc.

    Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.’s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Asia Pacific, Latin America, India and Japan.

    Visit COPC Inc. on the web at www.copc.com.

  • This Week in Customer Care (Week of June 10, 2013)

    Posted on: 06/11/2013

    This Week in Customer Care is a weekly blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry. Finally, take a look back at last week’s most popular customer care news stories and catch up on any articles you may have missed.

    Summer is in full swing!  We’re heading in to the season of vacations and (hopefully) some much needed and deserved relaxation!  This week, we’re getting ready for the Data Reporting Workshop and China Study Trip, both of which take place over the coming weeks.  While there aren’t any chapter events this week, you can still stay on top of current events with these popular stories from the Customer Care News Brief:

    We’ll be back next week with lots of great events for customer care professionals, have a great week!

     

  • Three Ways SOCAP Chapters Serve Customer Care Professionals

    Posted on: 06/03/2013

    SOCAP Chapter leaders are thinking strategically and participating in discussions that will ensure the success of SOCAP's chapters for years to come. Through the work of the Chapter Relations Committee and its commitment to the "Evolving Chapter", SOCAP chapters are working to better understand and meet the needs of the members as well as align with the strategic goals of SOCAP. Here are just a few ways that SOCAP chapters are "thinking strategically" and working to better serve you:

    Inviting member feedback - By asking the right questions and getting your feedback, chapters are able to provide the programming that best meets your needs. Start thinking about the issues that keep you awake at night and be sure to participate in providing feedback to your chapter leadership. Sounds like more surveys, but that is how we improve!

    Aligning with SOCAP's education plan – SOCAP International utilizes the talents of members on the Education and Member Services Committees to determine programming for the Symposium, Annual Conference, Webinars, and SOCAP's other educational offerings. Topics from these discussions are shared with chapters to use in programming. Chapters also have a role in sharing useful information and topics gleaned through its local membership with the national committees. Working together, chapters and the national committees are able to provide programming in a variety of ways, such as chapter events, webinars and sessions at national conferences.

    Engagement Activities -Chapters create valuable connections and make networking easy. Through creative initiatives such as the SOCAP Membership Engagement Drive and chapter participation on mySOCAP, SOCAP Chapters are going above and beyond to maximize your member experience. Don't be surprised if you receive a friendly phone call or email to check in from a chapter leader.

    Chapters are evolving, providing even more value and input on the future direction of the association. Envision a future in which each SOCAP Chapter understands and meets the needs of its members, aligned with SOCAP in a way that makes it easier for chapter leaders to act and think strategically - that future is upon us! Chapters are hard at work embracing this concept and having fun all rowing in the same direction.

  • This Week in Customer Care (Week of May 27, 2013)

    Posted on: 05/28/2013

    This Week in Customer Care is a weekly blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry.  Finally, take a look back at last week’s most popular customer care news stories and catch up on any articles you may have missed.

    Welcome back from the long Memorial Day weekend!  While this week may be short, there are still plenty of opportunities for customer care professionals to network and hear from some great speakers!  In addition to the chapter events in Florida and Chicago, the SOCAP Canada Community is hosting a special half-day event on Social Media and the Customer Contact Center, which is sure to be a can’t-miss event.  Finally, there are some important deadlines coming up this week, so don’t miss them!

    Thursday, May 30 – Canada Community Spring Event
    Social Media in the Customer Contact Center

    Social Media has become a completive necessity for business leaders, who are starting to realize its full potential regarding customer experience. Pierre Marc Jasmin of Services Triad will review the top line results of a benchmarking study of corporate social media usage to understand the evolution and impart of social media over the past years. Presentations by Nygel Weishar of Scotiabank, Josée Bourdage of Fido Solutions and Jean-François of L'Oréal Canada will cover industry trends in the banking and telecom sectors as well as the customer experience through various channels. Finally, a panel discussion moderated by Matt Wheatly of Social Herd will examine effective methods of social media integration in the call center.

    Thursday, May 30 – Chicago Chapter’s Lunch and Learn at the Ole Ballpark
    “The Intersection of Technology and Consumer Experience”

    One of the most difficult challenges for business leaders is keeping up with current trends and new technologies. At the same time, truly understanding our customer's persona and their desired means of doing business with us can be difficult. Mapping this Customer Journey and preparing our strategy to meet our customers cross channel expectations is vital to maintaining a competitive edge. Join us for some great industry insight, fun customer experience stories and a roadmap for building & optimizing your customer experience strategy.

    Friday, May 31 – Florida Chapter Event: “Knowledge Management – Move From Firefighting to Prevention”
    Featuring John Goodman, Vice Chairman, Customer Care Measurement & Consulting

    John Goodman will present the latest trends in contact prevention, empowerment and knowledge management that produce improvements your CFO and CMO will appreciate. Learn about proactive education, Psychic Pizza, Flexible solution spaces and how Big Data and Knowledge Management can make your life easier.


    Top Stories in Customer Care

    Each week, we’ll take a look back at the most-clicked stories in the Customer Care News Brief.


    Important Deadlines

  • This Week in Customer Care (Week of May 20, 2013)

    Posted on: 05/20/2013

    This Week in Customer Care is a weekly blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry.  Finally, take a look back at last week’s most popular customer care news stories and catch up on any articles you may have missed.

    The last full work week before the Memorial Day holiday features two great events in the Dallas/Fort Worth and Northwest Regional chapters.  SOCAP’s local chapters have made huge progress in putting together engaging and educational events for customer care professionals, with prominent speakers and subject matter experts.  This weel is also the last week to reserve a hotel room for the upcoming Data Reporting Workshop at the group rate!

    Wednesday, May 22 – Dallas/Fort Worth Chapter Event
    Featuring Elizabeth McCormick, former Black Hawk helicopter pilot and best-selling author

    You’ll meet up with other Dallas/Fort Worth-area leaders in consumer affairs for a lunch-and-learn event featuring best-selling author and inspirational speaker, Elizabeth McCormick.  This event is hosted at the Daisy Brand corporate office in Dallas and promises to leave you energized, entertained, and empowered!

    Thursday, May 23 – Northwest Regional Chapter Portland Spring Event
    A Contact Center Tour hosted by Ruby Receptionists

    At the Northwest Regional Chapter’s spring Portland event, you’ll network with and meet customer care professionals from the Portland area before embarking on a tour of the Ruby Receptionists contact center.  Wrap up your day with some tips on how to get the most out of the the SOCAP website, and prize drawings!


    Top Stories in Customer Care


    Ways to Get Engaged With the Profession

    Are you looking to become more involved with the customer care industry?  SOCAP offers many opportunities for you to share your knowledge, experiences, and best practices OR to highlight your company.  Here are some upcoming opportunities:

    • PRESENT a webinar to SOCAP’s community of more than 2,000 customer care professionals!  You can submit a webinar proposal at any time.
    • SPEAK at the upcoming Annual Conference! SOCAP’s Annual conference convenes more than 500 of your peers in consumer affairs, representing over 150 brands.
    • ADVERTISE in CRM Magazine, the leading publication for the customer care profession.  Distributed by mail and online to over 2,500 industry professionals, CRM Magazine is the premier thought-leadership publication for customer relationship experts.