SOCAP International


  • Do More With Less: Lead Innovation

    Posted on: 10/12/2009

    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

  • Create Elegant Solutions - Go Lean

    Posted on: 10/12/2009

    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: If you have any additional insights, feel free to use the comments thread to share them!

  • Online Customer Service Evolved - Any Other Session Takeaways?

    Posted on: 10/12/2009

    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:

    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)
  • Weathering the Economic Storm Unleashes Twitter Downpour

    Posted on: 10/12/2009

    Live tweeters were out in force Monday morning during the “Weathering the Economic Storm” breakout session. We captured the activity in the comments:

    Do you have any takeaways from other morning sessions that you’d like to share with others? You can use the comments thread to make additions.

    Here are the sessions:

    • Weathering the Economic Storm: Maximizing the Value of Your Customer Care Center (San Ignacio)
    • Taking Your Customer Experience to the Next Level (Arizona Salon 10 & 11)
    • From Production to Process to Culture: Evolving Your Customer Experience (San Xavier)
    • Driving Value from the Voice of the Consumer (Arizona Salon 8 & 9)
  • Exploit Chaos - To Innovate!

    Posted on: 10/12/2009

    The SOCAP Annual Conference kicked off with an exciting keynote presentation from Jeremy Gutsche of 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

    Key learning from @trendhunter – Innovate by reapplying repurposing reframing stuff you already know. Simple, right?
    Customer Service should lead innovation from customer POV.