SOCAP in Europe members' area

Welcome to the Members Area of the SOCAPiE website.

Information in this Members Area is not available to the general public.

SOCAPiE logo

Members are asked to use the SOCAPiE logo in their organisation's website together with a link to this site. A small version of the logo can be downloaded from the list of attachments at the foot of this page.

Partner Organisations

Details of SOCAPiE's partner organisations can be found here.

Recent SOCAPiE Events

The annual prorgamme of events includes a number of member meetings. We ask our speakers to make a copy of their presentation slides available for members to download.

SOCAPiE Forum 6 June 2012

Members were treated to a MasterClass in Psycho-Linguistics from Dr Valerie Bram and Dr Henry Fabian, kindly hosted by NatWest.

In the battle for hearts and minds, how do you communicate with customers for maximum results? Valerie defines Psycho-Linguistics as involving the use of language to shape people’s perceptions and influence their subsequent actions. Words don’t just convey meaning, they also pack an emotional punch. So if you want to increase sales, improve customer loyalty, reduce complaints or boost your image, your words need to influence the way people feel about your organisation and how they perceive it in the market place.

Following Valerie and Henry’s presentation, Jamie Lywood of Compathy immersed us in a world of empathy. Many companies have no idea how their people's attitudes and behaviours are making their customers feel, or how they are performing relative to competitors. Jamie’s precept is that, unlike some other measures, the empathy displayed by staff has been academically proven to correlate directly to profit.

This forum not only helped us understand what to say and what not to say, it introduced a methodology to measure how empathetic our communications are.

Valerie’s slides can be downloaded from the list (file name is British Gas) below and here is a link to Jamie’s slides.

Social Media Special Interest Group - Meeting - January 25th 2012

Guy Stephens, a social media guru working for Capgemini, presented historical and current information on the use of Social Media. His clear message was that businesses should embrace this area, not ignore it. SOCAPiE Chief Executive Robert Crawford's report on the event and Guy's presentation slides are at the bottom of this page and may be downloaded by SOCAPiE Members.

SOCAPiE Snippets

Kathy Stiff, a Non-executive Director of SOCAPiE and owner of Supporting Customer Care Ltd, recently attended an event at the Dorchester Hotel, London and was impressed by the attention to detail. It really is the little things that count and the feeling of staff anticipating customer needs rather than simply reacting to them.

Kathy has written an account of her experience. Download it using the link at the foot of this page.

SOCAPiE Newsletters 2012

SOCAPiE publishes a monthly newsletter.

The July 2012 edition is available here.

The January - June 2012 editions can be downloaded using links at the foot of this page.

We'll be adding more information to the Members Area soon. Please visit again.

If you come across any articles or white papers that you think we should share with other members, please let us know.

We hope the information is useful. If you have suggestions for expanding the content of this area, do please contact us.

Attachment	Size
Social Media Jan12.pdf	1.34 MB
SOCAPiE Forum 25 January 2012 Report.pdf	364.57 KB
SOCAPiE-logo-small.jpg	2.04 KB
Newsletter 0112.pdf	334.41 KB
Newsletter 0212.pdf	322.79 KB
Customer service at the Dorchester.pdf	177.42 KB
Newsletter 0312.pdf	279.44 KB
Newsletter 0412.pdf	313.11 KB
Newsletter 0512.pdf	288.2 KB
BritishGas.pdf	1.3 MB