SOCAP: Taking Customer Service to the Next Level with Social Media

By: Christine Umbrell

If your association is not tuned into what your members, attendees, and other stakeholders are saying on Twitter, Facebook, Google+, and all of the other social sites, you are missing a key customer service opportunity. Here's how one small association implemented an effective customer engagement initiative using social media.

At the Society of Consumer Affairs Professionals (SOCAP), staff members need to be at least as knowledgeable about the latest social networking tools as the organization's members. Because much of SOCAP's membership is advanced in terms of social media use—members are senior customer-care leaders from Fortune 1,000 companies—it's important for the organization to be at the forefront of the latest customer service technologies....