SOCAP annual conference highlights how companies can address the increase in consumer power in an Internet age

• World leading customer service strategists and practitioners examine how customer relations are impacted by social networking, customer review sites and innovative technology
• What 'Business as Usual' strategies mean for companies and communities - Andy Trotter Dep. Chief Const. of British Transport Police discusses the aftermath of the 7/7 bombings

London, UK - 26 September, 2007 - SOCAP, a worldwide not-for-profit organisation for Customer Service Industry professionals, is holding its Annual General Conference 2007 under the title 'Our Heritage, Your Future'. The conference will look at how organisations need to change the management of their customer relationships against a rapidly changing environment of new developments such as social networking, customer review sites, networked employees and innovative technology. SOCAP's Annual General Conference attracts a strong cross section of strategists and practitioners from the world of customer service.

This year's keynote speakers include Dr Claes Fornell, a leading US guru on customer satisfaction metrics. He will talk about how the Internet has propelled a small number of people to become major marketplace influencers whose views impact the fortunes of some of the world's largest companies. Other speakers will include strategist Don Peppers - a publisher of several major reference works and research into engaging with consumers - Andy Trotter, the UK's British Transport Police Deputy Constable and Jeremy Long, CEO of International Business for Hong Kong MTR Corporation, the successful bidder of the new London Overground rail network.

These keynote speakers are supported by a detailed events programme which includes presentations from the British Standards Institute on complaint handling. Graham Hardy, Head of Customer care for Boots the Chemist, will talk about the extraordinary changes his company has faced in 2007, and Don Hales, Founder of the National Customer Service Awards, will outline his new benchmarks for executive competency in service delivery.

Andrew MacPherson, new Chief Executive for SOCAP, comments: "The conference will bring together strategists, such as Dr Claes Fornell and Don Peppers, and practitioners, such as Jeremy Long and Andy Trotter. The event will provide our delegates with an unrivalled insight into customer service delivery and highlight some of the dangers businesses face by undervaluing the full importance of meeting the expectations of their customers."

Don Peppers adds: "The new market mood, brought about by the changing dynamics between businesses and consumers, is one that has switched from passive to active participation. Increased consumer confidence will be the basis for product and service development partnership between consumers and suppliers. Today's customer communication and the way social networks are built are issues businesses need to increasingly take into account. This combined with the immense power of the Internet, has changed the dynamics of the marketplace between businesses and consumers - it takes only a minority of consumers to guide the behaviours of others."

SOCAP's Annual General Conference 2007 is in its 21st year and counts among its attendees representatives from AVIS Europe, Boots the Chemist, BSI British Standards, Lloyds TSB, Peppers & Rogers Group, Estee Lauder, Lloyds TSB and Wilke Thornton. Cost per delegate starts at £450 for the two days - click here to register (bookings@socapie.eu)

Notes to Editors:

INTERVIEW WITH: Don Peppers, a publisher of several major reference works and research into engaging with consumers - Not the Usual Suspects: Never mind Kaiser Soeze - who is Adam Fuhrer? And what has that got to do with customer service people? (September 2007)

To view this interview in full, please click here.

INTERVIEW WITH: Dr Claes Fornell, a leading US guru on customer satisfaction measurement - Danger! Undervalued People at Work (September 2007)

To view this interview in full, please click here

Alternatively, if you'd like to speak to any of the Customer Service strategists and practitioners attending the 2007 SOCAP in Europe Annual Conference, please contact Louise Sambells, PR for SOCAP, on lsambells@pressoffice.targetwire.com or call +44(0)1780 721 433

<sub>About SOCAP in Europe:
The Society of Consumer Affairs (SOCAP) in Europe is part of a worldwide organisation of over 40,000 people in Europe, North & South America, South Africa, Australia, New Zealand and Japan. It is a not-for-profit organisation that has been established for over 40 years and represents executives and directors of some of the world’s major trading names. For more information please visit: http://www.socapie.eu/ or contact:

Andrew MacPherson
Chief Executive
SOCAP In Europe
Tel: 01473 253 220
Email: chief.executive@socapie.eu</sub>

Issuers of news releases, not Targetwire, are solely responsible for the accuracy of the content.