By: Stephen Ferber
The Customer Response Summit in Detroit (CRS 7), presented by Execs In The Know, September 9th – 11th, 2013 continued its tradition of providing all that attended a nice mix of live forums, company tours and other interactive activities to further explore and discuss “Customer Care for the Connected Customer.”
We began the first afternoon with some excellent tours of General Motors’ Social Media Center of Excellence and their OnStar Command Center, followed by Quicken Loans’ Mission Control and Social Command Epicenter. It was pretty cool to spend a couple hours at a company like GM followed by the world of Quicken Loans; such different companies yet with an equal commitment and effort to serve and reach their customers through whatever channel the customer prefers.
Golden Gate BPO at CRS7 Execs in the Know Detroit
The discussion forums held over days 2 and 3 of the conference included in depth discussions on such topics as (1) building an effective and comprehensive mobile customer care strategy, (2) examining key performance indicators being used today in the multi-channel world, (3) reviewing a consumer benchmark report put together by Digital Roots that gave us some insight on how people prefer to interact with their brands and (4) agent cross utilization, hiring and training in the new connected consumer servicing model.
Golden Gate BPO at CRS7 Execs in the Know Detroit
Lastly, wow, downtown Detroit looks beautiful! The private investments that have been made, and continue to be made, by people such as Quicken Loans founder Dan Gilbert and others has really transformed downtown Detroit into an attractive and unique destination to both live, work and play.