SOCAP International

SOCAP Blog

  • 70 Brands to Network With at the SOCAP Symposium

    Posted on: 03/26/2013

    When you’re at a conference, some of the best “Ah-Ha!” moments come from the random conversations you have over a cup of coffee, or when walking from one session to the next.  The most valuable lessons learned come from other customer care professionals who are in the trenches with you, facing similar challenges on a daily basis.

    Here’s a list of 70 of the more than 100 brands who will be at SOCAP’s 2013 Symposium.  Stay tuned for Part 2 of the list later!

    The Brands You’ll Find at the 2013 Symposium:

    • Abercrombie & Fitch
    • Airgas Inc.
    • Altria Group Distribution Company
    • American Honda Motor Co., Inc.
    • American Type Culture Collection (ATCC)
    • Associated Bank
    • Bacardi USA, Inc.
    • Bayer HealthCare LLC
    • Bigelow Tea
    • Bolthouse Farms
    • Butterball, LLC
    • C.B. Fleet Company, Inc.
    • Campbell Soup Company
    • Capital One Financial Corp.
    • Carnival Cruise Lines
    • Church & Dwight Co., Inc.
    • Clif Bar & Company
    • Coca-Cola Refreshments
    • Colgate-Palmolive Company
    • ConAgra Foods
    • Consumer Reports
    • Crayola, LLC
    • Dallas/Fort Worth International Airport
    • Delta Airlines, Inc
    • Diageo
    • Dremel / RotoZip Div.-Robert Bosch Tool Corp.
    • Driscoll Strawberry Associates, Inc.
    • Eli Lilly & Company
    • Elizabeth Arden
    • Federal Citizen Information Center
    • General Mills, Inc.
    • Georgia-Pacific Corporation
    • GlaxoSmithKline Consumer Healthcare
    • Guthy-Renker Corporation
    • Hillshire Brands
    • Hyatt Hotels & Resorts
    • InterContinental Hotels Group
    • Jarden Consumer Solutions
    • Jockey International, Inc.
    • Johnson & Johnson
    • Johnsonville Sausage, LLC
    • Kao Brands Company
    • Kellogg Company
    • Kraft Foods, Inc.
    • L’Oreal
    • Maple Leaf Foods
    • Marriott Corporation
    • McCormick & Company, Inc.
    • McDonald’s Corporation
    • McKee Foods Corporation
    • My Brands
    • Niagara Bottling, LLC
    • Novartis Pharmaceuticals Corp.
    • Omaha Steaks
    • Penn Foster
    • Pepperidge Farm, Inc.
    • Perdue Farms, Inc.
    • Pier 1 Imports, Inc
    • Pinnacle Foods Group LLC
    • Roche Diagnostics
    • SC Johnson, Inc. A Family Company
    • ShurTech Brands, LLC
    • SunRun
    • The Clorox Company
    • The Goodyear Tire & Rubber Co.
    • The Hershey Company
    • Unilever
    • WellPet
    • West Business Services
    • West Corporation
    • WhiteWave Foods

     

  • Three Customer Care Conversations You Can't Afford to Miss

    Posted on: 03/14/2013

    Sometimes, the best “Ah-Ha!” moments at conferences come from random conversations in the hallways, while getting coffee, or when you’re walking from one session to the next.  Here are three important customer care conversations you can’t afford to miss.

    Sometimes, the best “Ah-Ha!” moments at conferences come from random conversations in the hallways, while getting coffee, or when you’re walking from one session to the next.

    You’ll find more than just great keynotes and breakout sessions at the SOCAP 2013 Symposium, where over 100 leading brands come together for the best networking and learning available.Here are three important customer care conversations taking place at the SOCAP 2013 Symposium you can’t afford to miss:

    1. What are you doing to prepare for Big Data?
      Many companies are talking about Big Data, but what are brands like ConAgra Foods and General Mills doing right now?  Buzz about big data has been growing, and customer care leaders across all industries are talking about how consumer affairs can and does play a pivotal role in data collection, organization, analysis and visualization.
    2. How are you motivating employees?
      There are more age groups working together now than during any point in history. How do we manage so many different groups and keep them all motivated? What rewards and recognitions work, and what don’t?
    3. Where will customer care be in 5 years? 10 years?
      Explore this question with senior executives from major brands like Associated Bank, L’Oreal, Marriott, My Brands, Roche Diagnostics, Kellogg, Unilever, Carnival Cruise Lines, and many more. No other event features more senior leaders from more brands!

    You never know who you’ll run in to and what conversations you’ll strike up at the 2013 Symposium, and the only way to find out is to join more than 350 customer care professionals in New Orleans for the SOCAP 2013 Symposium.

     

  • SOCAP International Executive Gains Prestigious Recognition

    Posted on: 02/21/2013

    SOCAP International President and CEO Matthew R. D'Uva, CAE was one of five association executives to be named to the 2012 ASAE Class of Fellows.  This recognition comes from the Center for Association Leadership at the American Society of Association Executives (ASAE), the nation's leading membership organization for association executives.  ASAE is composed of more than 21,000 association executives and industry partners representing 10,000 organizations.

    February 25, 2013
    For more information, contact:
    Marjorie Bynum, VP, Education and Communication
    marjorie@socap.org

    Alexandria, VA-SOCAP International President and CEO Matthew R. D'Uva, CAE was one of five association executives to be named to the 2012 ASAE Class of Fellows.  This recognition comes from the Center for Association Leadership at the American Society of Association Executives (ASAE), the nation's leading membership organization for association executives.  ASAE is composed of more than 21,000 association executives and industry partners representing 10,000 organizations.

    "We are extremely proud to have a talented professional like Matthew D'Uva lead our organization," said SOCAP Board Chair Linnea Johnson, director of consumer services at Unilever.  "This recognition is well deserved, and I know that the entire SOCAP Board of Directors as well as our membership can appreciate what it means to have such an accomplished trade association executive at our helm."

    "The ASAE Fellows program is an honorary recognition bestowed upon less than one percent of ASAE's membership representing the best of the association community. The 2012 Class of Fellows is made up of committed association leaders, and it is my pleasure to welcome them to the Fellows community," said Stacy Tetschner, CEO, National Speakers Association and chair of ASAE's Fellows Selection Committee.

    Since the Class of Fellows program was established in 1986, 234 association industry professionals have received this prestigious recognition.  To be so named, fellows candidates must be endorsed by a peer; provide an in-depth application describing the individual’s innovation, leadership, and commitment to the profession; undergo an interview with a member of the selection committee; and be selected from among a group of highly qualified candidates.

    About SOCAP

    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.

  • SOCAP International Issues Big Data White Paper

    Posted on: 02/21/2013

    A new white paper produced by SOCAP International, the Society of Consumer Affairs Professionals, explores Big Data as a challenge and an opportunity for customer care professionals. The white paper is written to help SOCAP 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.

    ALEXANDRIA, Va.,-A new white paper produced by SOCAP International, the Society of Consumer Affairs Professionals, explores Big Data as a challenge and an opportunity for customer care professionals. The white paper is written to help SOCAP 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.

    Big Data supports several key functions from a customer care perspective, including customer service and support, assessment of customer satisfaction and quality, amplification of the voice of the customer within the enterprise, operational exception spotting and trouble shooting and trend analysis. The increasing use of sophisticated data analytics tools by business users is also helping companies gain new insights into customer expectations, attitudes and behaviors.

    “The Big Data discussion is exciting and will continue to make a huge mark in businesses. That said, Big Data is both a reality of the present and a wave of the future in customer care,” said SOCAP President and CEO Matthew D’Uva. “Our goal in developing this white paper is to help our members better understand the potential of Big Data, to see new opportunities for its effective use and to better communicate its relevance for customer care within the enterprise.”

    D’Uva said the white paper is one of many activities SOCAP will be undertaking to educate its members about Big Data, including webcasts, conference sessions and additional white papers. A copy of the new white paper is available at http://bit.ly/SOCAPBigData.

    About SOCAP

    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.

    Marjorie Bynum, VP, Education and Communication(703) 910-2473 marjorie@socap.org

  • Join us on Thursday's Big Data Webinar!

    Posted on: 02/19/2013

    No one knows exactly who invented the compass, although the Chinese get credit for beginning to use magnetized rocks in 200 B.C. not only for predicting the future but also for determining direction.  These magnetized rocks, or lodestones, were the breakthrough innovation of their day.  Now fast-forward over 2000 years and we have something called Big Data.  It may not be the lodestone, but it's also not too much of a stretch to call this emerging phenomenon a mother lode of innovation for 21st century businesses.One just beginning to be explored.

     

    SOCAP is committed to helping its members step up to the Big Data challenge and seize the Big Data opportunity.  On Thursday at 2 pm ET, we will conduct a webinar, Big Data and Customer Care, featuring ConAgra Foods and solution provider Clarabridge.   Learn more and register for the webinar here.  We will also release our first white paper on the topic, one in a series designed to show how Big Data is making a big difference for customer care care executives in all industry sectors of the SOCAP membership.

    What is the challenge and opportunity?

    The phrase "Big Data" refers to:

    • The use of data drawn from enterprise information systems, third party data stores and social media;
    • Data created by both people interacting and machines interconnecting;
    • Data that exist in formats that are easily processed in their existing structure or data that are unstructured, requiring additional analysis and manipulation in order to be processed;
    • Data representing huge volumes, measured in terabytes, petabytes, and exabytes–units of measure that outstrip the ability of traditional database management systems.

     

    At a minimum, Big Data should be a strategy embraced by business to help define, enhance and leverage the customer experience.  Smart companies are using this technology to marshal data as a resource and to give front line customer care professionals all the information they need for decision-making that puts the customer first.  This type of business thinking breeds greater consumer satisfaction and loyalty over the long run.

    While this outcome alone could help companies dramatically transform their market presence, the potential of Big Data goes far beyond optimizing sales and support.  Smart companies are using Big Data to:

    • Capture the voice of the customer and share it with marketing, research, strategic planning, product development, operations, quality assurance, and other business units with a need to know;
    • Assess business performance, to flag exceptions and to take corrective action before small issues become big issues;
    • Monitor vast amounts of data in social media, not just to address consumer concerns and complaints or to protect brand reputation, but also to spot trends, assess the competition and to identify new business opportunities;
    • Visualize data in ways far beyond bar charts and trend lines, supporting new understandings and insights;
    • Predict market and consumer directions using powerful statistical algorithms for analysis, giving organizations an unprecedented ability to see around corners.

     

    With so much capability at stake, is it any wonder that more companies are beginning to chart their future using Big Data as the multi-dimensional compass?  Because so much of Big Data overlaps with customer care, I am convinced that those customer care executives willing to build effective partnerships around analyzing and understanding the power of Big Data and the technology needed to leverage results can also expect to step up into new leadership roles within the enterprise.

    In past years, we have witnessed customer care change from being a cost of doing business to a source of strategic business advantage.  With Big Data, customer care stands poised to become the well-spring of business itself.  We must rise to this challenge.  So I hope you will join us on this week's webinar.