General Motors (winner of our VOC – Voice of the Customer Award ) November, 2011 – is offering a rare look inside their leading customer contact center in Austin. Attendees of CRS4 will have the option to engage directly with General Motors enterprise customer care Tuesday afternoon (May 8th). This is an exclusive offer and value-add to our attendees only). The tour will take place at 3:30 on Tuesday May 8th and transportation will be provided from the hotel. Please note your attendance for the site visit in the registration process.
Overview
CRS4 will be an unprecedented gathering! Bringing "service" and "marketing" together to decide the future direction of customer experience and collaboration.
CRS4 is designed to take an in-depth view into the various steps of the "Customer Engagement Process" and "Social Collaboration". No matter if your organization is just starting or is considered ahead of the curve - we ALL have a mandate to how we, as "Service Leaders", are going to shape the future customer experience. This includes both Business to Consumer and Business to Business organizations.
More than ever the combined talents of service, marketing and sales, must come to the table … together …to be part of the customer maturity modeling.
Why the conversation now?
- Gartner predicts at that at least 35% of customer service centers will integrate some form of social capability by 2013
- Forrester Research 2010 – 90% of executives tell, Customer Experience is very important or critical to their business
- Many companies lack a customer experience strategy – including how to use social media to support customers
- Real opportunities exists for customer support to lead the overall brand sentiment scores of a company
2011 will be remembered as:
- The year social media found its voice and discovered its power with customer care and customer experience.
- The new relationship between brands and customers is forever changed.
- Customers are now active participants in companies, brands, funding and collaboration.
- Customers are influencing company strategy.
- The customer is very close to OWNING your brand!
Want proof?
Take, Kathryn McGavick – VP Customer Support at Coinstar, who spoke at CRS3. At Coinstar, marketing and customer service have a strong relationship with shared responsibility for social media. It takes collaboration among functional disciplines to develop and succeed at a customer response strategy.
Why you need to attend:
We have lined up industry mentors at all levels of the "Customer Maturity Model" who will work in detailed break-out sessions on each stage of the process.
The next edition of the Customer Response Summit Series - CRS4 has identified some of the best industry service leaders to participate. These leaders will share their experience with you. Find out how they have collaborated and worked together with marketing in emerging customer response strategies. Their joint approach has proven invaluable to achieving results and learning within their organizations.
Service and Marketing – working in silo's – but sharing the customer success!
Data proves, marketing and service cannot work in isolation. Customer social outreach is heavily interwoven between marketing and service.
- Marketing is the primary user of social media – 76.4%
- Customer Service comes in second with a total of 62.9%
- Marketing sets social media strategy – 33.7%
- The contact center responds to social media – 62.3%
Source - (DMG Benchmark Study – Impact of Social Media on Customer Service)
Recognition and Graduation
The Customer Response Summit Series has helped organizations achieve different levels of success across the maturity model and we want to start to recognize these organizations.
We are also very excited to introduce our "graduation" program. This program provides opportunities for our service leaders to embrace and achieve recognition of their successes in emerging customer response channels. You will not want to miss the "Graduation" ceremony.
We are very proud to have so many leading corporate organizations as part of our forum. I encourage you to review closely the agenda structure of CRS4 and the incredible opportunities offered for learning, sharing and networking with industry leaders.
I encourage you to look at all the testimonials from the Customer Response Summit series in the "Past Events" tab on this website.
I can guarantee you the same incredible results, insights, and valued take-away as those before you have experienced.
Look forward to seeing you in Austin!
Chad McDaniel
President, Execs In the Know
Conference Chairperson
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Vice President, Customer Information
Hunter Douglas, Inc.
Managing Director Customer Experience
American Airlines
Vice President, Customer Service
Philadelphia Insurance Companies
President Canada; SVP, Customer Solutions
Asurion
Senior Vice President, Enterprise Customer Care
Time Warner Cable
Corporate Vice President, Customer Support
Coinstar
I am responsible for returning from conferences with a "return on conference investment" summary. Thank you to all of the great service leaders who shared their experiences and made the ROI obvious and easy to quantify after just the first day. Thought leadership at its finest. I cannot wait to see the power of this group when we have our Marketing peers joining us at CRS4!
CRS3 was one of the best conferences I have attended this year. Chad is an excellent facilitator and was able to engage the speaker and the audience in relevant dialogue about shared challenges and solutions. The presentations provided clear examples and roadmaps on how to integrate the emerging social channel into our customer service strategies and provided some direction and resources to help build our internal business case. I look forward to CRS4 and will be bringing our marketing partners with us.
My company needs to completely overhaul our customer support functions and the conference provided a tremendous springboard to start to design the Customer Experience vision and the pragmatic steps to get started. The level of professionals available to network at this conference is well above the average attendees for typical conferences, this conference is highly recommended for Sr level leaders to understand the state of customer support models and the overwhelming case for a call to action.
The CRS3 Summit was a great opportunity to connect with other leaders in the customer service industry and share best practices, lessons learned, and industry trends, and I found the summit's smaller size to be very conducive to real networking and creating opportunities for productive conversations. Highly recommended.
THIS HAS BEEN GREAT. It has been good for me to hear other customer experience professionals especially since this is somewhat new to me. I am very interested in keeping the conversation going and willing to do whatever I can. The sessions were really good and the speakers were excellent. I wish I would have invited more people from my company to get share the experience. It was great to see that no matter what industry, many of our challenges are all the same.
Hi Chad! I had a FANTASTIC time! In terms of value, I definitely think the forum is worthwhile for everyone. Given that social media has become a very important method of communication, it's critical that leadership understands the impact social media can have on the customer experience. The CRS Summit is a great tool for those who are not savvy with social media or those who have not yet fully adopted social media as a method of communication. It's an opportunity to learn from experienced business leaders why social media is important and the right and wrong ways to incorporate social media into day to day operations. I loved it!
CRS3 was an extremely valuable experience. Great presentations and interesting exchange of ideas with the group made this a truly unique learning experience.
I really got a lot from the conference, and the connections made there are invaluable. Thank you to you and Susan for making me feel so welcome and I look forward to hearing of your upcoming events.
The forum was a huge benefit for the C3 Touch employees that attended. The collaboration and energy amongst the attendees really generated some great thought leadership discussions. The service you provided was amazing as well.
Chad, I want to say that of the conferences this year I've attended, yours was the most thought provoking. I really felt value in attending. Your content, your speakers, and discussions with industry professionals have helped fuel the fire in how S2G will focus relative to Customer Relationship and Social Media support services we provide for our clients and their brands.
The Customer Response Summit was a very valuable, well done, and special event. I know I will attend the next one and highly recommend it to anyone who wants to truly engage in the leading issues of the customer care business. There were great speakers, great networking and I may have even learned something! In fact, I have found myself using and sharing the insight that was so opening shared at the event many times over. Chad, Susan and their team understand that people are looking for a forum that actually delivers peer to peer sharing and the opportunity to network. Clearly they have achieved this through keeping the attendance and speakers to a small and select group….and it was flawlessly planning. Thanks you for a great event!
What I liked most about the conference was that it was not your (now common) love fest for getting "social" where talks about ROI are only for the unenlightened. Instead it was a coming together of skilled customer care practitioners who see and want to leverage the obvious potential of "social" in their organization's customer care initiatives, but still expect the numbers to make sense. I will be back next year.
We have been a proud sponsor for all of the Customer Response Summit series and look forward to yet another engaging session at CRS4 in 2012. This community of customer enthusiasts provides an open and honest dialogue about the challenges and accomplishments across all industries. CRS has always provided relevant examples of strategies and accomplishments from some of the leading companies that are innovating for sustainable results.