I usually attend and speak at Marketing, Digital Marketing, and Ecommerce Conferences, at Retail events, or at general leadership sessions. So a few months back when I was asked to speak at SOCAP, my first reaction was ‘what’s that?’ Well, I quickly learned that SOCAP International (The Society of Consumer Affairs Professionals in Business) is the organization for Customer Care professionals. SOCAP was established in 1973 to help shape the business community’s response to changing consumer needs and expectations.
So why did a Customer Care organization want to hear from a marketer like me? Well, I’ll get to that in a moment. But Lisa Oswald, Senior Vice President, Global Customer Care at TravelZoo, who also happens to sit on the Board of Director at SOCAP, heard me speak at the ForeSee Summit in April 2016. Soon after, she connected me with Marjorie Bynum, who is SOCAP’s Vice President if Strategic Learning, Leadership, and Communications.
When Marjorie and I spoke for the first time, we instantly hit it off, as we shared a passion to help our respective industries learn and improve. She then asked if I would be interested in keynoting the afternoon session on Day 1 of the SOCAP Conference. I was thrilled to do so.
