SOCAP International

SOCAP Blog

  • Day 1 - SOCAP Symposium

    Posted on: 04/20/2009

    Enjoyed kicking off the day with Seth Kahan – he had good energy and I am hoping to read his book “Building Beehives”.

    Interesting to hear Seth’s recap of the influence that blogs/social media had on Obama’s campaign.

    Seth’s discussion has given me the idea to build a community of internal partners when I move our consumer care software to a web-based version, as means to network internal partners.

    COPC findings – survey results were interesting; now that we’ve built list of what we want to work on in F&B industry community meeting, we need to dedicate time to come up with best practices around the topics.  Need to collectively determine  best way to calculate cost per contact and critical / top questions for consumer satisfaction surveys.

    Eileen Troise – Dannon

  • The SOCAP Night Life: The Secret CHA-CHING!

    Posted on: 04/20/2009

    So much has been said about the first day’s outstanding value that it’s worth noting the easily over-looked value of the SOCAP Night Life!

    Have dinner with peers and mix business with pleasure! We all have a favorite topic that’s just begging for insider insights, and a SOCAP dinner is one of the best places to get them.  Whether it was covered today or not, what does everybody at your table REALLY think…?  For frank, honest straight talk, there’s no better opportunity.

    And when you have a few moments in your room, book a 15-minute meeting with one of the most important people at the conference: you! And that’s not just an ego rant. You’re the only person who can translate all the day’s insights into an action plan that will add value at your company. So you need to talk to you!

    Take 15 minutes to bullet key opportunities for your company, and outline key steps. Then book some meetings on your calendar to turn those steps into action!  I’ve done this for years, and it’s given me a list of SOCAP coups as long as your arm. Some are big, while others (perhaps more) are powerful tactical improvements that kick powerful strategies up a notch.  (Don’t miss the low-hanging fruit and quick wins!)

    John Cronce – Jockey

  • Key Issues: Pharmaceutical & Medical Devices

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Retail & Consumer Goods industry session:

    Pharmaceutical & Medical Devices

    • Customer Satisfaction – majority of companies focus on phone only
    • Quality Monitoring – variations across centers and sites; majority measure monthly
    • Uniqueness of pharmaceutical/medical devices industry – training cycles, attrition, deviation processes, definition of successful call, not ROI based, complaint management process
    • Handling regulations and continuing to deliver quality
  • Key Issues: Retail & Consumer Goods

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Retail & Consumer Goods industry session:

    Retail & Consumer Goods

    • Measuring customer satisfaction – 50% collect daily and others monthly
    • Quality monitoring
    • Tracing issue resolution performance to target timeframe
    • Average cost per call $763
    • Correlation between end-user satisfaction and handle time
    • First call resolution – 70% do not track
  • Key Issues: Food & Beverage

    Posted on: 04/20/2009

    Here are some of the key issues discussed in the Food & Beverage industry session:

    Food & Beverage

    • Priority Setting
    • Quality Monitoring
    • Governance (FDA, FTC)
    • Recall Management
    • Emerging Trends
    • Adding Value w/More or Less
    • Correlation between quality and First Contact Resolution (FCR)
    • FCR as part of cost-per-contact
    • Measuring ROI – coupons
    • Transition from Phone to Social Media
    • Customer Satisfaction – measuring it and doing it right; connection to quality monitoring
    • Metrics for New Consumer Channels
    • Chat – how to reach different audiences and what it means
    • Lifetime Value of Consumer