Society of Consumer Affairs Professionals (SOCAP)

No, this is not an organization of consumer reporters or government watchdogs. SOCAP's members manage consumer affairs for Fortune 500 companies and others. They know how to handle a complaint, of course, but their real expertise is in making sure customers have as little to complain about as possible. You'll get only glimpses of their collective wisdom here — much of the site is for members only — but it's worth poking around in. Try the recent conference summaries: the presentation recaps, though brief, give a good sense of the trends and issues of concern to these service pros. There are more nuggets in the Resource Center's Checklists, RFPs, FAQs and SOCAP Bookstore, as well as the Update newsletter. SOCAP doesn't give much away, but you won't find a group that knows more about managing customer relationships, service and loyalty.
Originally reviewed in Harvard Management Update's "Web Sites for Managers."