SOCAP International


  • 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.

  • Annual Conference Meet & Greet - Open Thread

    Posted on: 10/11/2009

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  • Annual Conference Keynote Speaker Launches Online Book Preview!

    Posted on: 08/18/2009

    SOCAP Annual Conference Keynote Speaker Jeremy Gutsche launched an online preview today of his new book — Exploiting Chaos: 150 Ways to Spark Innovation During Times of Change.

    Jeremy Gutsche

    The 25-page preview includes sample content, front/back covers and a table of contents—all within a compelling reader-friendly design. Be sure to check it out!

    Jeremy Gutsche, Co-Founder of, is an innovation expert, “one of North America’s most requested keynote speakers," co-host of Trend Hunter TV and founder of, which was reported at the end of 2008 as 20,000 members and 8,000,000 monthly views. Gutsche has been described as “a new breed of trend spotter” and is frequently sourced by media sources such as The Economist, FOX Business, CBC News and Entertainment Tonight for his opinions on the next big thing.

  • Author Emily Yellin Announced as Keynote for 2009 Annual Conference

    Posted on: 06/26/2009

    Emily Yellin – author of the acclaimed Your Call (Is Not) That Important to Us – will keynote at the 2009 Annual Conference in Tuscon.

    Emily Yellin

     Emily Yellin was a longtime contributor to The New York Times and has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine and other publications. Her first book, Our Mothers' War, was published by Free Press in 2004. Yellin decided to write Your Call Is (Not That) Important to Us while waiting on hold one day in her freezing cold house, only to argue on the phone for hours with customer service at a home warranty company before convincing someone to come fix her broken furnace.