January SOCAP Scoop
Register Now to Save with Early Bird Rates Through March 16!
Join hundreds of customer care professionals, April 22-25 in Baltimore, MD, for SOCAP's 2018 Professional Development Forum (formerly the Symposium).
Participate in workshops with a focus on professional development and continuous improvement. The Forum is structured to provide interactive learning for customer care professionals at all career levels:
- Track I: Entry-Level (5 years or less)
- Track II: Mid-Level (5-10 years)
- Track III: Senior-Level (10+ years)
- Track IV: Executive Leadership Track (For the most senior leaders in customer care)
Check out full agenda details here.
SOCAP's New Mission, Vision and Core Values
Check out our new Mission, Vision and Core Values here.
Also, learn about SOCAP's focus areas for 2018.
Don't miss out on these upcoming opportunities with SOCAP:
Renewal Contest Winners
Congratulations to our Membership Renewal Contest winners:
Grand Prize Winner - Free Conference Registration to the Professional Development Forum: Sandra Hofer, Sun Rype Products
Second Place Winner - Suite upgrade at the Hyatt Regency during the Forum: Martha Burwell, Michelin
Third Place Winner - $25 Visa Gift Card: Camille Judge, Cincinnati Bell
It's not too late to renew your membership for 2018! Don't miss out on all of the great benefits of being a part of our caring community of customer care professionals.
- John Grant, EmTeeGee Partners - Great Lakes Chapter
- Jim Lal, Eventus Solutions Group - Northwest Regional Chapter
- Monica Tarr, Bennett Bay Consulting - Northwest Regional Chapter
- Ana Bello, KAZ - New England Chapter
- Claire Zabel, Schreiber Foods - Wisconsin Chapter
- Kendall Sampson, Clarabridge, Inc. - Washginton, DC Chapter
- Andrew Yudin, GC Services - Northwest Regional Chapter
- Rene Andringa, GC Services - Great Lakes Chapter
- Collin Taylor, The Taylor Reach Group, Inc. - Canada Community
- Victoria Beebe, NBTY Inc. - New York Metro Chapter
- Marilyn Suttle, Suttle Enterprises LLC - Great Lakes Chapter
- Catherine Schwab Wildi, Mondelez International - Chicago Chapter
- Brian Emmerton, Aramark Corporation - Canada Community
- Andrew Bates, Conduit Global - New York Metro
December SOCAP Scoop
Thanks for another great year!
As we wrap up 2017, we would like to thank you for being a valued member of SOCAP. As a member, you are a part of our caring community of over 2,500 leaders who share your commitment to promoting innovation, professional development and thought leadership to advance customer care and engagement.
Don't forget to renew your membership so you can continue to enjoy the benefits of SOCAP's dynamic community in 2018! See why other SOCAP members choose to stay a part of our customer care community. Here are some ways to stay engaged with us:
- Take advantage of the Double Deal by December 31, 2017 to attend both the 2018 Professional Development Forum and Annual Conference at a discounted rate.
- Submit a webinar proposal for SOCAP's 2018 Webinar Series.
- Register for SOCAP's 2018 Data Reporting Workshop by December 31, 2017 to receive our early bird discount on your registration.
Is your customer care team ready for the holiday rush? Here are a few article resources to be prepared:
Congratulations to our SOCAP 2017 Chapter Award Winners!
2017 CARE Award Winners:
- Great Lakes
- Greater Philadelphia
- New England
- New York Metro
2017 Member Booster Award Winners:
2017 Chapter STAR Award Winners:
- Tom Asher – Northwest
- Nathan Bobay – Indiana
- Ryan Brummond – Heartland
- Vicky Cherne – Minnesota
- Lynn Diegel – Chicago
- Kelly Duffy – Minnesota
- Beth Evans – Chicago
- Ryan Gooley – Indiana
- Terri Haffey – Great Lakes
- Rich Martin – Great Lakes
- Tom Rocca – Georgia
- Rhonda Schalf – Flordia
- Carla Smith – Florida
- Jason Smith – Great Lakes
- Kyle Spittler – Ohio
- Aaron Taylor – Southwest
- Michael Wheaton – Chicago
Multi-Chapter STAR Award:
New SOCAP Members in December:
- Jessica Martin, Ghirardelli Chocolate Company - Northwest Regional Chapter
- Tiffany Miller, Teleperformance - Southwest Regional Chapter
- Linda Roskovich, Perdue Farms, Inc. - Washington, D.C. Chapter
- Robyn Eley, Tillamook County Creamery Association - Northwest Regional Chapter
- Kyle Lacy, Lessonly - Indiana Chapter
- Jade Chebli, IO Solutions Call Center, Inc. - Canada Community
November SOCAP Scoop
Renew Your SOCAP Membership Today to Take Advantage of the Double Deal!
If you haven't already, renew your SOCAP membership now to get the best savings for 2018! Register for both of SOCAP's 2018 national events by December 31, 2017 at the Double Deal rate of just $2,900 ($1,450 per conference). That's a savings of over 15% so don't miss out!
This offer is only available for a limited time to current 2018 SOCAP members. Click here to take advantage of this special offer.
Share Your Knowledge and Insights at SOCAP's 2018 Professional Development Forum (formerly the Symposium), April 22-25 in Baltimore, MD
SOCAP's Education Committee is now accepting workshop proposals through Wednesday, December 6, 2017.
Our 2018 Professional Development Forum will offer deep-dive workshops on a range of relevant topics designed to increase and advance the professional knowledge for customer care leaders at all levels.
SOCAP's Online Course: Social Media Monitoring and Community Management - December 5 & 12 (2-3pm ET)
Register now for this two-part SOCAP Online Course on:
- Part 1: Tuesday, December 5 (2-3pm ET)
- Part 2: Tuesday, December 12 (2-3pm ET)
In this two-part series, PepsiCo and The Hershey Company will help customer care professionals:
- Learn the fundamentals of social media monitoring and explore appropriate tools and strategies needed for effective social listening and measurement.
- Learn the importance of building relationships with your consumers and growing brand love.
- SOCAP Member: $170
- Non-Member: $240
SOCAP's 2018 Professional Development Forum
SOCAP’s new 2018 Professional Development Forum (formerly the Symposium) has been designed to enhance the skill sets of customer care professionals at different levels. The Forum is structured to provide interactive learning experiences that will immerse attendees in specialized content with a focus on continuous improvement. Workshop tracks at the Forum are organized by years of experience in customer care:
- Track I: Entry Level (5 years or less)
- Track II: Mid-Level (5-10 years)
- Track III: Senior-Level (10+ years)
Submit a Webinar Proposal for SOCAP's 2018 Webinar Series
Are you passionate about a trending customer care topic that you want to share with your peers and community?
SOCAP is currently seeking submissions for our 2018 Webinar Series. We invite you to share your knowledge and expertise on emerging trends, key practices and up-and-coming technology.
Our webinars are designed to offer members additional education and learning opportunities impacting customer care professionals featuring brand presenters.
Click here to submit a webinar proposal for 2018.
Winner of $100 Amazon Gift Card!
To those who submitted feedback, thank you for rating your experience at our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference! We greatly appreciate the comments received to help us identify ways to improve on future events.
Deb Riley of McComick & Company is the winner of our drawing for a $100 Amazon Gift Card for completing the evaluation survey. Thank you, Deb!
How SOCAP Changed Me
Check out this blog post from one of our Annual Conference keynote speakers, Johnny Russo of Mark's Corporation, on "How SOCAP Changed Me."
...click here to read more.
- John West, Jr., Tyson Foods, Inc. - Chicago Chapter
- Paul Matson, McDonald's Corp. - Chicago Chapter
- Diane Staub, Novartis Pharmaceuticals Corp. - New York Metro Chapter
- Doug Frey, McDonald's Restaurants of Canada - Canada Community
- Sophie Jason-Holt, Tomboy.Strategic - Northwest Regional Chapter
- Sandra Lund, Elevated Foresight - Southwest Regional Chapter
- Guyanne Sauve, Maple Leaf Foods - Canada Community
October SOCAP Scoop
Did you miss our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference?
Check out the Twitter takeaways from our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference to catch a glimpse of what you missed out on.
Your Fall 2017 Digital Issue of CRM Magazine
Read the latest issue of CRM Magazine.
In this issue focused on Moving at the Speed of Innovation you will find...
- Conscious Capitalism: When Company Culture Drives Innovation
- Commercial Innovation--What It Means for You and Your Company
- 5 Ways to Dial Up Your Innovation
- PLUS BONUS CONTENT exclusively in the online edition including podcasts, extra articles and more!
Click here to read your Fall 2017 issue of CRM Magazine now!
White Papers and Resources on Innovation
Partnering with some of our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference business partner sponsors and exhibitors, SOCAP is pleased to provide new white papers and resources to our members:
- A Headset is No Longer Just a Headset!
- A Quick Guide to Modernizing Customer Service
- Achieving Digital Maturity
- Are You Invisible?
- Building an Innovation Process
- Agents & Chatbots: Better Together!
- 15 Ways to Ensure Your Brand is Ready to Engage the Mobile Consumer
- Combining the Best of Human and Machine Intelligence
- Consumer Engagement Trends: 4 Emerging Channels to Watch
- Glossary of AI Terms
- There's a Bot For That: The Rise of Artificial Intelligence on the Internet
Online Course - Email Writing Masterclass
November 7 & 14 (2-3pm ET)
Register now for this two-part SOCAP Online Course on:
- Part 1: Tuesday, November 7 (2-3pm ET)
- Part 2: Tuesday, November 14 (2-3pm ET)
This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations.
In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers.
- Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as how to write mobile-friendly email.
- Part 2 of this workshop will teach you how to control your tone and build rapport as well as how to write templates to reuse in business email.
Please note: In order to receive a certificate of completion, you must attend all live sessions, complete a course evaluation and pass a short assessment.
Webinar - Implementing an Effective Quality Management Process
November 9, 2017 (2-3pm ET)
Curious about how Quality Management can have a positive impact on your business? Learn from UW Valley Medical Center in this case study webinar on Implementing an Effective Quality Management Process.
Learn from their success as we discuss:
- Basic building blocks of the quality management process and why they are important
- Capabilities required to support an effective quality management process
- Background on Valley Medical and why they decided to invest in quality management
- What their next steps are as their quality management process matures
Strong quality assurance is essential for any contact center that values high customer satisfaction. Find out how to implement a successful program within your own organization.
Member Magnet Program Winners!
Our Member Magnet program was a huge success this year! We'd like to congratulate our 2017 Member Magnet winners:
- Michael Wheaton, Alliant Credit Union - Suite upgrade
- Darren Prine, Bright Pattern - $100 Amazon gift card
- Skip Harris, Phone Ware Inc. - $25 Visa gift card
- Patrick Nicholson, Alta Resources - $25 Visa gift card
- Karen Vaughn, Nike Inc. - $25 Visa gift card
- Tim Ross, Genesys - $25 Visa gift card
- Lynn Diegel, The Clorox Company - $25 Visa gift card
- Nick Jiwa, CustomerServ - Houston Chapter
- Laurie Miller, Cask - Southwest Regional Chapter
- J. Scharisse Mejia, Robert Bosch Tool Corporation - Chicago Chapter
- Aleks Bogdanovski, Acquire BPO - Dallas/Fort Worth Chapter
- MaryClare Deane, Extern Ireland
Yes, Boomers Do Want to Text Your Company for Customer Service
If your company is gearing up to offer customer service via text, that’s great! Your customers are going to love the convenience. Texting is their go-to channel for personal communication, and they’re eager use it to contact companies when they have questions or need help.
But as you plan your roll out of texting for customer service, beware of a common trap: Don’t anticipate that your younger customers will love texting you and your older customers won’t. While texting behaviors do differ slightly by the age of the person holding the smartphone, customers of all ages will use text for customer service if you make the channel easy to use. If you assume your older customers aren’t into texting, you’re mistaken.
Like Everyone Else, Boomers Use Smartphones for Texting
Younger people in the workplace sometimes assume that older people don’t text very much, but there’s an avalanche of research that proves this isn’t true. If we just focus on recent research findings, there’s plenty of evidence that older people do text … a lot!
In 2015, Pew Research Center reported that 92% of smartphone owners age 50+ used text messaging at least once during the survey period. By comparison, 98% of smartphone owners age 30 – 49 used text messaging, and 100% of smartphone owners age 18 – 29 used it. So yes, younger people are more avid, but these figures show why we shouldn’t exaggerate how much age affects a person’s texting habits.
Just like their younger counterparts, older people are texting more and using other communication channels less. AARP research shows that among people 50 to 59, text messaging has overtaken email as the tool most used to stay connected.
Experian research also shows that when it comes to texting, the generations are a bit different, but not strikingly different. By age, there was almost no meaningful difference in the percentage of smartphone owners who texted during a typical week: 91% of Millennials, 92% of Generation X, 92% of Boomers, and 94% of the Silent Generation. The study did show that the generations differ far more on how much time they spent with social networking: 74% of Millennials spent time this way compared to only 58% of the Silent Generation.
The Culture of Texting Is Different for Older Customers and Younger Customers
It’s true that younger people use their smartphones more, and for more purposes, than older users. It’s also true that there are striking cultural differences between the generations, and some of these differences show up in how people text. Younger people are more likely to start, and end, romantic relationships via text. They may receive a job offer via text, and they may consider, for just a moment, turning it down via text (bad idea). A younger person, who’s downstairs, may be more likely to text her spouse, who’s upstairs, to ask what he wants for dinner. For younger people, texting could be called a lifestyle. For older people, it may just be one way to use a communication device.
But when it comes to using text for customer service, these cultural differences between younger and older people do not matter much. If it boils down to younger people being “very likely” to use text and older people being merely “quite likely,” companies should be encouraged. If you build it, they will come. If you do provide customer service via text, most of your customers, including the older ones, will gladly use it.
Make the Experience of Texting for Customer Service Great for All Your Customers
Rather than dismissing your older customers as uninterested in texting you—or hyperfocusing on your younger customers as only interested in texting you—invest your effort in giving all your customers a great experience when they text you for service.
- Be like ESPN and allow your customers to contact you via mobile app when they are experiencing issues or have questions about their account: “Hi – I have a question about creating a Fantasy League, can you help?” “Of course! What is your question?”
- Be like Lyft, a ride sharing service, and allow your customers to text you post-ride with questions and issues: “Hey, I was overcharged for my ride twenty minutes ago from SoHo to Madison Square Park. Can you help?” “Hi Jessica! Sure, no problem. Let me take a look at your ride history.”
- Be like Verizon, and use two-way text messaging to notify your existing customers that it is time to renew a plan or purchase an accessory for their phone and allow them to respond: “Hi Jessica, you are eligible for an upgrade! Would you like to purchase the iPhone 7?” “Wow that went by quickly! How much does the 7 cost?”
- Be like Winc, an online wine creator and curator, and allow your customers to text in questions directly from your Instagram page: “Hey…I’m on your Insta and was wondering how sweet the bottle of Chardonnay that you just posted is?” “Hello there! Thanks for visiting our Instagram page! Our latest post is a sweeter Chardonnay with pear and apple flavors.”
- Be like PupJoy, a dog-subscription box service, and have new customers text in promo codes: “PupJoy” “Enter code “HappyTails” at checkout for $15 off any PupJoy subscription box plan at www.pupjoy.com”
Using text to connect with older customers is just good common sense. While it’s true that we each know that one older neighbor, friend, or relative who doesn’t use text at all or very well, we know many more older people who text all the time. While they may not live in their smartphones the way younger people do, your boomer customers want to text you, and you should start making that happen right away.
Leslie O'Flahavan is an author, an online writing expert, and a sought-after speaker. She helps customer service organizations improve the quality of the email, chat, and social media messages their frontline staff write to customers.