I just returned from spending a few days at the Mortgage Forum 2012 in Vancouver. The event is organized by the Canadian Association of Mortgage Professionals or CAAMP. Before I left for the conference I told all my clients and friends that my mom lets me go to CAAMP. Gotta love bad mortgage humor…
\nCAAMP stage for the marketing & customer service panel
\nThis\u00a0Forum is held annually and herds mortgage brokers, banks and other
\nservice providers all in the same conference center from across Canada.
\nThis year several panels were created that discussed the direction of
\nthe mortgage industry, the direction of the Canadian economy, mortgage
\nclient customer service and marketing. First and foremost the economist
\npanel pretty much all agreed that they do not foresee rates going up
\nanytime soon and if they do it would be a small increase. So everyone
\nout there don’t worry about rates going up especially if you are looking
\nto buy for next summer or refinance.<\/p>\n
In previous blog\u00a0entries, I raised concern about Canadian household debt. After his panel,
\nI informally chatted with Carlos Leitao from Laurentian Bank,
\nmore about debt and income levels. Carlos mentioned that unsecured debt
\nwas not a problem in Canada yet he did not mention about secured debt. I
\nalso asked Carlos about Canadian wages which he agreed wages have not
\nincreased accordingly.
\nBank economists discussing the state of Canadian Economy (hosted by Amanda Land; economists: Warren Jestin from Scotiabank, Carlos Leitao from Laurentian Bank, & Stephane Marion from National Bank)
\nWhat\u00a0was most remarkable about the conference was the panel on public
\nperception and customer service quality. Based on stats presented by Rob
\nDaniel from Maritz Canada, only about 44% of Canadians use a
\nmortgage broker. This tells us that we as an industry are still not
\ngetting the word out about our role and the value we provide. Clients
\nthat do use a mortgage broker statistically appear to be pleased with
\nour work but we need to continue to communicate with our clients after
\nthey have received their mortgage.
\nHost Amanda Land asking a question to Rob Daniel
\nThe last part of the Forum focused
\non marketing, customer service and role of technology in business.
\nDavid Usher launched the discussion speaking about creativity, virtually
\neverything is learn-able and that in every business fear is what drives
\nour personal limits.
\nDavid Usher speaking and later singing<\/p>\n
Randi Zuckerberg speaking about her experience building Facebook with her brother<\/p>\n
Biz Stone sharing his experience building Twitter and role of philanthropy in marketing<\/p>\n
The discussion was quarterbacked by Scott Stratten who spoke about social media being a conversation and communication vehicle.
\nOverall, the event was well worth attending but also
\neye-opening. The experiences shared by Biz Stone, Randi Zuckerberg,
\nDavid Usher, Mitch Joel, and Scott Stratten have helped me realize a few
\nthings in terms how to cultivate better customer service and
\nrelationships.<\/p>\n
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