Round table discussions at Annual Conference
This year’s Annual Conference will feature a special “Round Table Discussion” session that will put attendees face-to-face with subject matter experts and colleagues from around the world. Topics to discuss will cover the entire spectrum of issues impacting customer care, from innovative ideas like online self-help tools to escalation matrices and policies in social media. As SOCAP Staff plan and prepare this session, we’d like to know: What are some of the important topics that you think are facing the Customer Care industry today? Let us know in the comments below! Thanks, and see you in San Francisco!
The 2010 Annual Conference takes place October 17-20 in San Francisco, CA. The Conference is on Twitter with the hashtag #SOCAPac10 and you can follow SOCAP on Twitter at @SOCAP
What Was the Most Valuable Learning from the Conference?
Sarah Meenach of Bob Evans posed this question during the “Get Linked to LinkedIn” session on Tuesday afternoon. Attendees responded on a discussion thread in SOCAP’s LinkedIn group: http://bit.ly/1AWqoa
If you are a member of the group, you can still go to the thread and post your comment… or use the comments thread below to let people know what you found most valuable.
Spotlight Session Takeaways
There was not much social media action taking place during the Tuesday morning Spotlight sessions. Perhaps thumbs were hurting, as Barry Dalton noted on Twitter, or maybe people knew the sessions were being recorded.
Still, we did manage to get a few takeaways from these sessions to share here on the blog: http://bit.ly/AHwMP.
Thanks to Kim Boyer and Scott Gluck for tweeting during the social media session and to Matthew D’Uva for posting to Facebook from the executive session.
Feel free to add any other takeaways to the comments thread.
Emily Yellin and John Moore DoubleTeam for Stunning General Session
On Tuesday morning, the general session featuring keynote speakers Emily Yellin and John Moore generated non-stop social media activity!
Some of the attendees’ “most valuable lessons learned” came from this session—most notably, the observations about employee loyalty:
- Treat employees well and they will treat customers well.. We all think we do it, but do we? (Emily Yellin)
- "I have yet to find a company that earned high levels of customer loyalty without first earning employee loyalty." (John Moore)
- Employee loyalty leads to customer loyalty. (John Moore)
- Competitors can replicate products, but they can't reproduce company culture. (John Moore)
We’ve got a lot of great Twitter takeaways from this session: http://bit.ly/6jf18. Do you have any insights you’d like to add? You can still post them to the comments thread.
Do More With Less: Lead Innovation
Trend guru Jeremy Gutsche’s advice, while applicable to marketers and CEOs, is just what we need: Make a cultural connection.
Whether we’re fighting budget battles or striving to raise awareness of consumer insights, a cultural connection could be just what tips the balance. Unlike reports and presentations, cultural connections imply engaging your audience to think new ways by DOING, not just by listening.
So maybe plopping one your decision-makers on the phones to talk to real consumers isn’t so terrifying after all…
And how else can we engage those people we’ve worked for years to influence? Risk a failure!
John Cronce — Jockey