SOCAP International

News / Events

How Does Customer Service Impact Brand Value?

On Wednesday, November 7, 2018, Pete Canalichio will discuss the impact of customer service on brand value.

In marketing, we say that everything communicates. This can be a good thing or a bad thing. Great brands not only have outstanding products, but they also have exceptional customer service. Collectively, every customer encounter with a brand either makes a deposit into a customer’s bank account or makes a withdrawal. Like a with personal relationship, the more deposits a brand makes, the more we value that brand.

Takeaways:

  • What is the definition of a brand?
  • What makes a brand addictive?
  • How does Customer Service factor in?
  • What are 5 service-related actions to build your brand's value?

Pete Canalichio  is a brand expansion and licensing strategist with over 25 years of business experience with such well known brands as The Coca-Cola Company, Newell Rubbermaid, and most recently, Licensing Brands – a Service Disabled Veteran Owned Small Business that he founded in 2009. He’s also the author of Expand, Grow, Thrive. A U.S. Naval Academy graduate with a BS in physics, Pete served in the Navy as an award-winning aviator and instructor pilot. Pete earned his MBA from the University of North Carolina Kenan-Flagler Business School and was a Richard H. Jenrette fellow and salutatorian of his class. His talent and expertise in event licensing blossomed while executing such exciting events as the 1998 Olympic Winter Games in Nagano, Japan, the 2002 Olympic Winter Games in Salt Lake City, Utah, the 1998 FIFA World Cup (Soccer) and Major NASCAR events throughout the U.S. Throughout his career, Pete has worked in more than 40 countries and managed extensive projects across national and continental borders.

To register for this event, follow this link.

Thank you to Noble Systems for sponsoring this event!
Thank you to the Broward County Library
for the use of their meeting space!


5 Gestures of Trust Meeting at the Miami Herald - BBB

On Thursday, March 22nd, 2018, Craig Honick presented an overview of the 5 Gestures of Trust.

The 5 Gestures of Trust is based on the extensive research done by BBB on the demonstrated behaviors and gestures an organization must demonstrate to gain consumer loyalty and trust. 

Organizations must be:  Honest, Transparent, Proactive, Equitable and Humble.

Craig Honick is an ethnographer, brand story developer, managing partner of Metro Tribal and co-author of the BBB 5 Gestures of Trust.  Craig presented the 5 Gestures to a combined audience of SOCAP attendees from the Florida Chapter and Accredited Businesses from the BBB of Southeast Florida & the Caribbean (Miami Region).   These simple but foundational guidelines are relevant to all businesses large and small.  Following the presentation, the meeting participants engaged in a great discussion shared their own personal business experience as well as their own perspectives as a consumer on how trust is formed or impacted in the way organizations conduct their business with consumers.

For a copy of the Infographic handed out at the event, see the Download List in the right menu >>>

The below photo gallery contain a few photos from the event; check it out!


How Millennials Want to Work and Live - A Gallup Workshop

On Thursday, May 18th, 2017 the Florida Chapter celebrated it's 2017 chapter relaunch with a full chapter leadership roster. Tom Hoff and David Morgenbesser of Gallup led us through some fascinating research about Millennials then helped moderate some great discussion about how each of us are engaging with segment of the workforce.  We learned:

  • What sets millennials apart from other generations?

  • Where can I find millennials and once I do, how do I keep them?

  • What do millennials want most in a job and a workplace?

  • What are the strategies I can use to inspire, motivate and build trust with millennials?

  • How do I create a millennial-friendly work environment that can optimize organizational performance?

The below photo gallery contain a few photos from our first event of the year.  It set the stage for many others and we have a great group of leaders to take us forward!

IMG_5788 IMG_5784 IMG_5782 IMG_5777 IMG_5776 IMG_5783 IMG_5773 IMG_5790 IMG_5770 IMG_5771 IMG_5775 Fl Chap 5.18.17 Event Pic 1 FL Chap 5.18.17 Event Pic 3 chip pic 14 FL 5.18.17 chip Pic 7 FL 5.18.17 chip Pic 4 Fl 5.18.17 Chip Pic 1 FL 5.18.17 Fl Chap 5.18.17 Event Pic 1 FL Chap Leadership 5.18.17 Orlando 13726800_1064571256987356_7246556723691918352_n 12141489_897122427065574_3349053515446407600_n 12115927_897122677065549_6619975453537901933_n 12107194_896994437078373_5211510038273983089_n 12063434_888245777953239_247657125720911861_n 12065511_888247807953036_8457576269986452180_n 12027543_888246041286546_577642309894692080_n 12063868_888247987953018_1019725035453507070_n 12038233_888245617953255_2466099286323983681_n 11222571_888245234619960_4973886684351281185_n 11129901_809969652447519_8407126043770984089_n 11215828_888244924619991_716083843510405029_n 10350331_610145585763261_5213722568560739658_n 10247290_610145582429928_4417053103947926634_n 10696201_610145632429923_8267261028651700558_n 10710735_610145552429931_3506217807321512384_n 10603680_610145752429911_2373311849386492241_n 7070_598738843570602_8906127782500269352_n

Download List

Current and Upcoming Events

SOCAP Online Course - Email Writing Masterclass

  • Dates: 07 – 14 Nov, 2017
email writing masterclassregister

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)

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.

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.

Presenter: Leslie O'Flahavan, Principal, E-WRITE

Leslie O'FlahavanLeslie O’Flahavan, E-WRITE owner since 1996, helps customer care organizations for some of the world's biggest brands write better email, chat, social media and text to customers. She's a customer service writing expert who can help the most word-phobic frontline employees improve their writing skills, so they can do their jobs better. Leslie’s clients improve CSAT, reduce training cycles, improve productivity, and limit legal risk. Leslie’s recent projects include helping Marriott launch live chat for their Sales IT Support team, training Air Canada’s 150+ Customer Relations agents to write in the airline’s updated brand voice, and writing a Social Media Guidebook for Hawaiian Airlines’ Reservations agents. She's worked with thousands of customer service agents. Leslie is a frequent conference presenter and workshop leader. In 2017, Leslie became a Lynda.com instructor. Her course, "How to Write a Customer Service Email" launches in March 2017 and "How to Write to Customers in Social Media" launches in November 2017. She's the author of the book “Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.” 

Registration Rates:

  • SOCAP Member: $170
  • Non-Member: $240

Click here to register now!

RegButton

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