There are only a few more days until a group of my Radian6 colleagues (David Alston, David Thomas, Tom Hasselman) and I take flight for sunny Orlando to attend the SOCAP International 2011 Annual Conference. For those who haven’t heard of SOCAP (Society of Consumer Affairs Professionals), it is a business professionals community “committed to promoting customer care and customer engagement.” Through various events and online resources, SOCAP provides companies with networking and idea sharing opportunities to assist them in developing and strengthening their business-customer relationships.

With a fantastic line up of keynote speakers and breakout sessions, this year’s annual conference is sure to be an exciting and valuable event filled with lively discussion and debate. I’m sure we will also manage to have a bit of fun, if my experience at the SOCAP Symposium earlier this year is any indication.

I was a first time “SOCAPer” at the symposium in May, and a relative newbie here at Radian6, so I went into the event with curiosity, anticipation, and a bit of nervousness. Upon arriving, any anxiety I had almost immediately dissipated. From the moment we picked up our credentials at the check-in table, the people and atmosphere were welcoming and kind. SOCAP really is like one big happy family (pardon the cliché), and it is clear that everyone shares a passion for what lies at the heart of SOCAP: the customer.

During my three days at the SOCAP Symposium, I listened to keynote and session speakers who brought their own unique backgrounds and perspectives on a variety of topics, from building digital relationships to the importance of play. Social media featured prominently, and there were many discussions, both on stage and on the floor, around its various applications, from sales and customer service to crisis management. The speakers at the event really hit home the point that social media is not going away any time soon, and like the telephone and email changed the way businesses and customers interact, social media is doing the same.

I’m looking ahead to the SOCAP International 2011 Annual Conference as a continuation of these discussions, and I know I won’t be disappointed. The organizers have put together an agenda chock full of topics related to social media. Mobile technology features prominently, which isn’t surprising, considering the rising popularity of smartphones and mobile apps as portals where customers can engage with brands, look up peer reviews, and seek the opinions of their social networks before making purchasing decisions. There are also sessions around SCRM, online marketing, customer care, and complaint resolution, to name a few, all of which pick up nicely where the symposium in May left off.

I have signed up as a social media ambassador for this year’s annual conference and will be tweeting throughout the event. I will do my best to share some insight and inspiration that will take the discussion online and allow all of you to join in. There will be lots of other attendees tweeting as well, so be sure to follow the conversation, share your comments, and ask questions using the #SOCAPac11 hashtag. Chat with you soon!

Zoë Geddes-Soltess is a Community Engagement Specialist at Radian6, with a focus on Consumer Packaged Goods and Retail. You can follow her on Twitter at @zodot.

Tags: consumer affairs, SOCAP, Social Media