CPG Community Meeting
Wednesday, October 25 | 9:00am - 1:00pm
Separate registration required; $150 - Add the CPG meeting to your Annual Conference registration in the shopping cart. If you have already registered for the Annual Conference and would like to add the CPG meeting, please contact SOCAP at firstname.lastname@example.org or at (703) 519-3700. You must be registered for SOCAP's Annual Conference to attend the CPG Community Meeting.
Whether you’re looking for innovative strategies to improve your customer care department or just wanting to stay abreast of relevant issues specific to the Consumer Packaged Goods (CPG) industry, you’re sure to find what you’re looking for at the CPG Community Meeting during SOCAP’s Annual Conference!
|9:00am - 9:05am ||Welcome from SOCAP and CPG Chair/Vice Chair |
|9:05am - 9:35am ||Digitally Transforming Consumer Experience - Amazon Incentives |
The future of digital transformation is now. 88% of organizations are going through this journey but it is incredibly difficult, and only 16% are truly succeeding. The idea of the digital consumer, or even a digital citizen, is at the heart of many of these digital transformations, but that does not guarantee success. Michael Gale, co-author of the new book The Digital Helix (coming out October 2017), will present a framework for the ways organizations succeed in digital transformation. Based on extensive primary research and modelling that started with work with the Economist Intelligence Unit, as well as three years of in-depth interviews with leaders at organizations like USAA, Hallmark, MasterCard, Citi, Astellas, NTT, GSA and the EPA. Gale will walk through seven major digital DNA components that drive highly successful consumer-focused digital transformations and anchor them around a partnership that Amazon Incentives has with Hershey to illustrate these digital DNA components in practice.
|9:45am - 10:45am ||Responding to Consumer Reviews - BazaarVoice |
Nearly all reviews are positive – 82% across our network are rated four stars or higher. But sometimes, negative feedback just happens. An item breaks, the product description was wrong, or perhaps the consumer just wants attention. Whatever the case, brands can be tempted to ignore the complaint for fear of fueling the fire. Responding to negative comments actually improves a brand’s image and drives customer engagement: 74% of consumers who submit product reviews provided the feedback to help a company improve its products or services.
Why and how should brands respond to consumer content like reviews and Q&A? In this session, you’ll learn about the value of responding, ways to respond on both your own site and your retailers sites, and some strategies on how to respond.
|10:45am - 11:30am || |
*Back By Popular Demand! - CPG Benchmarking Survey Findings and Discussion
Join this session to discuss and analyze the findings of this year’s CPG Benchmarking Survey and learn best practices from industry peers to help you better manage your Consumer Relations Department.
|11:30am - 12:15pm ||Roundtable Discussion: Customizing Your Consumer Care |
In this interactive session, attendees will be led through a series of rotating table discussions to offer insight and learn more about the potential benefits of a more customized approach to consumer care for newly acquired or launched boutique/cutting-edge brands. Topics for discussion include:
- Dedicated vs shared representative models,
- High touch vs. standard best practices & Parent company vs. brand level dedicated coupons/checks
- Chat benefits & challenges
- Other technology, innovations and channels (AI, Teching, Facebook, etc)
|12:15pm - 1:00pm ||Networking Lunch and Wrap Up |
Phone Ware Call Center Tour
Wednesday, October 25 | 9:00am - 12:00pm noon
FREE to SOCAP attendees registered for Annual Conference. Separate registration required. Limited seats.
Four Important Takeaways you will receive when you join the tour:
- HEAR about PACE-SRO Certified Best Practices
- SEE our high-security compartmentalized facility for high security brand clients like LifeLock
- ASK questions about our success with incentives that continue to provide peak performance
- ENTER to win a drawing for a bottle of wine offered by Bill Nassir, CEO of Phone Ware Call Centers, during the post-tour wine and cheese reception.