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.


  • 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

Customer Care Summit 2020

  • Dates: 26 – 29 Apr, 2020
SOCAP's 2020 Customer Care Summit (CCS) will be held from April 26–29, 2020, in Indianapolis, Indiana. Save the date! More information coming soon.

Customer care professionals wear many work hats. They are involved in reporting and analyzing consumer insights, identifying the right technology platforms for effective engagement, managing consumer complaints, and ensuring that the quality of all their customer interactions are seamless and top notch. 

SOCAP’s CCS is designed to help professionals address these critical roles and workplace realities. Through a series of targeted workshops, the Summit is focused on enhancing the skill sets of customer care professionals in key functional areas. It will also include a Solutions Lounge with key Business Partners and a bonus session during the event on complaint handling tips.


Leave a comment
  1. Bill | Dec 10, 2019
  2. Turismo dentale | Dec 10, 2019
    A round of applause for your blog article.Really thank you! Want more.BETNOW
  3. Turismo dentale | Dec 10, 2019
    Very neat article post.Really looking forward to read more. Will read on...nomor togel keluar
  4. Turismo dentale | Dec 10, 2019
    I think this is a real great post.Really thank you! Keep writing. 먹튀
  5. Turismo dentale | Dec 10, 2019
    Major thanks for the article. Fantastic. פרזידנט ליווי
  6. Ophtalmologue Roissy en Brie | Dec 09, 2019
    A round of applause for your blog article.Really thank you! Want more. Buidling intercom installation
  7. Turismo dentale | Dec 09, 2019
    Recently, I have commenced a blog the info you give on this site has encouraged and benefited me hugely. Thanks for all of your time & work. Hot yoga pants
  8. Turismo dentale | Dec 09, 2019
    Only strive to mention one's content can be as incredible. This clarity with your post is superb!  Thanks a lot, hundreds of along with you should go on the pleasurable get the job done. NPU Exam Date 2020
  9. Turismo dentale | Dec 09, 2019
    I’ve been surfing online more than 5 hours today, yet I never found any interesting article like yours without a doubt. It’s pretty worth enough for me. Thanks... profile creation sites list
  10. dsd | Dec 09, 2019
    A great content material as well as great layout. Your website deserves all of the positive feedback it’s been getting. I will be back soon for further quality contents. chảo staub
  11. sdsd | Dec 09, 2019
    Succeed! It could be one of the most useful blogs we have ever come across on the subject. Excellent info! I’m also an expert in this topic so I can understand your effort very well. Thanks for the huge help. ดูหนัง
  12. Turismo dentale | Dec 09, 2019
    Wonderful article. Fascinating to read. I love to read such an excellent article. Thanks! It has made my task more and extra easy. Keep rocking. nonton anime
  13. dsd | Dec 09, 2019
    What a thrilling post. It is extremely chock-full of useful information. Thanks for such a great info. Robin des Toits Parisiens
  14. sdsd | Dec 09, 2019
    I am jovial you take pride in what you write.  It makes you stand way out from many other writers that can not push high-quality content like you. ดูหนัง,ดูหนังออนไลน์
  15. SSD | Dec 09, 2019
    Pretty good post. I have just stumbled upon your blog and enjoyed reading your blog posts very much. I am looking for new posts to get more precious info. Big thanks for the useful info. china extrusion line manufacturers
  16. DSDS | Dec 09, 2019
    Wonderful article. Fascinating to read. I love to read such an excellent article. Thanks! It has made my task more and extra easy. Keep rocking. Artículos de rojo
  17. SDSD | Dec 09, 2019
    Wow! This could be one of the most useful blogs we have ever come across on thesubject. Actually excellent info! I’m also an expert in this topic so I can understand your effort. Formación Wordpress presencial
  18. DSSD | Dec 09, 2019
    I think this is one of the most significant information for me. And i’m glad reading your article. But should remark on some general things, The web site style is perfect, the articles is really great : D. Good job, cheers discount guns online
  19. DSSD | Dec 09, 2019
    Wonderful blog! I found it while surfing around on Yahoo News. Do you have any suggestions on how to get listed in Yahoo News? I’ve been trying for a while but I never seem to get there! Appreciate it.  cool toys for boys
  20. SDDSS | Dec 09, 2019
    Thanks so much for sharing this awesome info! I am looking forward to see more postsby you! floor protection
  21. SDSD | Dec 09, 2019
    Your article has piqued a lot of positive interest.  I can see why since you have done such a good job of making it interesting.
  22. SDSD | Dec 09, 2019
    Thank you very much for writing such an interesting article on this topic.  This has really made me think and I hope to read more. Hip Hop Beats for sale
  23. SDSD | Dec 09, 2019
    Thanks for your post. I’ve been thinking about writing a very comparable post over the last couple of weeks, I’ll probably keep it short and sweet and link  to this instead if thats cool. Thanks. buy oral steroids Australia
  24. SDSD | Dec 09, 2019
    Thank you for very usefull information.. Charm King Hack
  25. SDSD | Dec 09, 2019
    I am happy to find this post Very useful for me, as it contains lot of information. I Always prefer to read The Quality and glad I found this thing in you post. Thanks social media marketing
  26. SDDS | Dec 09, 2019
    You’ve got some interesting points in this article. I would have never considered any of these if I didn’t come across this. Thanks!. welo opal
  27. DSD | Dec 09, 2019
    Thanks for taking the time to discuss that, I feel strongly about this and so really like getting to know more on this kind of field. Do you mind updating your blog post with additional insight? It should be really useful for all of us. mas gmbh
  28. SDSD | Dec 09, 2019
    This was a really great contest and hopefully I can attend the next one. It was alot of fun and I really enjoyed myself.. Schwere Krankheiten Kassel
  29. SDSD | Dec 09, 2019
    Thanks for taking the time to discuss this, I feel strongly about it and love learning more on this topic. If possible, as you gain expertise, would you mind updating your blog with more information? It is extremely helpful for me. Günstige Kredite
  30. SDSD | Dec 09, 2019
    I know your expertise on this. I must say we should have an online discussion on this. Writing only comments will close the discussion straight away! And will restrict the benefits from this information. Berufsunfähigkeit Kassel
  31. DDDF | Dec 09, 2019
    This was really an interesting topic and I kinda agree with what you have mentioned here! Makler Kassel
  32. Turismo dentale | Dec 09, 2019
    Really a great addition. I have read this marvelous post. Thanks for sharing information about it. I really like that. Thanks so lot for your convene. 강남오피
  33. sdsd | Dec 09, 2019
    Yes i am totally agreed with this article and i just want say that this article is very nice and very informative article.I will make sure to be reading your blog more. You made a good point but I can't help but wonder, what about the other side? !!!!!!THANKS!!!!!! 일산오피
  34. sds | Dec 09, 2019
    Please share more like that. 일산오피
  35. sdsd | Dec 09, 2019
    This particular papers fabulous, and My spouse and i enjoy each of the perform that you have placed into this. I’m sure that you will be making a really useful place. I has been additionally pleased. Good perform! 일산오피
  36. sdsd | Dec 09, 2019
    Wow, cool post. I'd like to write like this too - taking time and real hard work to make a great article... but I put things off too much and never seem to get started. Thanks though. 청주오피
  37. sdsd | Dec 09, 2019
    I wanted to thank you for this great read!! I definitely enjoying every little bit of it I have you bookmarked to check out new stuff you post. 청주오피
  38. Turismo dentale | Dec 09, 2019
    Hello I am so delighted I located your blog, I really located you by mistake, while I was watching on google for something else, Anyways I am here now and could just like to say thank for a tremendous post and a all round entertaining website. Please do keep up the great work. 청주오피
  39. sdsd | Dec 09, 2019
    Thank you very much for this great post. 부산오피
  40. sdsd | Dec 09, 2019
    Excellent and very exciting site. Love to watch. Keep Rocking. 부산오피
  41. dssd | Dec 09, 2019
    This is my first time i visit here and I found so many interesting stuff in your blog especially it's discussion, thank you. 부산오피
  42. sdds | Dec 09, 2019
    It was wondering if I could use this write-up on my other website, I will link it back to your website though.Great Thanks. 유흥사이트
  43. Turismo dentale | Dec 09, 2019
    Positive site, where did u come up with the information on this posting?I have read a few of the articles on your website now, and I really like your style. Thanks a million and please keep up the effective work. 유흥사이트
  44. Turismo dentale | Dec 09, 2019
    I admire this article for the well-researched content and excellent wording. I got so involved in this material that I couldn’t stop reading. I am impressed with your work and skill. Thank you so much. 유흥사이트
  45. Trampoline Basketball | Dec 08, 2019
    If you want to upgrade your backyard with awesome trampoline with basketball hoop models I strongly recommend you take a look at my list here because they are made to last and they come in different sizes, which means the choice is big!
  46. Ophtalmologue Roissy en Brie | Dec 08, 2019
    I was looking at some of your posts on this website and I conceive this web site is really instructive! Keep putting up..  photo stick avis
  47. Turismo dentale | Dec 08, 2019
    Thanks for taking the time to discuss this, I feel strongly that love and read more on this topic. If possible, such as gain knowledge, would you mind updating your blog with additional information? It is very useful for me. regarder netflix en francais a l'etranger
  48. Turismo dentale | Dec 08, 2019
    I have bookmarked your blog, the articles are way better than other similar blogs.. thanks for a great blog! tv direct etranger
  49. DS | Dec 08, 2019
    very interesting keep posting. xy find it avis
  50. Turismo dentale | Dec 08, 2019
    I just couldn't leave your website before telling you that I truly enjoyed the top quality info you present to your visitors? Will be back again frequently to check up on new posts. batterie externe induction

    Leave a comment