Create Elegant Solutions - Go Lean
During the Monday afternoon general session, keynote speaker Matthew May focused on the leanness of elegance, challenging listeners to create a “Stop Doing This” list. Some attendees considered this the most valuable learning from the conference.
We captured the live tweeting from this session in the comments: http://bit.ly/2eev2E. If you have any additional insights, feel free to use the comments thread to share them!
Online Customer Service Evolved - Any Other Session Takeaways?
During the Monday afternoon breakout sessions, live tweeters faced some technical difficulties. We got a few takeaways tweeted out from the session “Online Customer Service Evolved,” which we posted in the comments thread: http://bit.ly/DFXz7.
If you have any additional takeaways from the Monday afternoon sessions, we’d love to hear them.
Here are the sessions:
- Motivating & Retaining Agents in a Down Economy (San Xavier)
- Customer Service: From Bad to Better to Branded (Arizona Salon 10 & 11)
- Online Customer Service Evolved (Arizona Salon 8 & 9)
Exploit Chaos - To Innovate!
The SOCAP Annual Conference kicked off with an exciting keynote presentation from Jeremy Gutsche of Trendhunter.com on using the economic chaos as an opportunity for innovation. SOCAP blogger John Cronce elaborated on the applicability of Gutsche’s keynote. And here are some comments from the #ancon09 Twitter stream:
- Failure and intentional distruction key to innovation.*
(Question from someone not at session: Is “distruction” a misspelling on Twitter or a clever combination of “disruption” & “destruction” in the slides?)
- Framing of situation dictates outcome. Customer Service needs to redefine itself in the ecostructure.
- Innovation starts w/ observing the customers. No better place to do that than in Customer Service interactions
- Innovation – reset your expectations of what you know vs what you don’t to innovate
- Failure ok. But ‘new’ doesn’t always equal #innovation http://bit.ly/TlqVO
Key learning from @trendhunter – Innovate by reapplying repurposing reframing stuff you already know. Simple, right?
Customer Service should lead innovation from customer POV.
Annual Conference Meet & Greet - Open Thread
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