Just back from participating as a panelist at Interval International’s HOA Insights conference in Los Angeles, where we focused on how smaller, independent timeshare resorts and HOAs can find new owners and better engage current owners. Independent operators often have older properties and a more mature owner base, and they face unique challenges as a result.
Before jumping into the process of mapping the owner journey, it’s critical to lay the groundwork by securing senior executive support and involvement, establishing a leader and team for the project, and creating a data-driven baseline of the current levels of owner satisfaction and engagement, steps for planning the work that I covered in more detail in an earlier post.
I am a true believer that customer experience can make or break a company, particularly in today’s vacation ownership and hospitality industries.
If you’re not there yet, I highly recommend that you read From Lead to Loyalty: A Vacation Owner’s Customer Journey. This recent white paper from Nordis Technologies lays out the highly persuasive case for focusing on customer experience as a strategic priority, supported by mapping the owner journey.
Our first time exhibiting at the ACA International 2018 Convention & Expo, held in Nashville, was a big success. We met with clients, greeted prospective new customers, showcased our cloud-based applications for customer communications management and payments technology, and heard some thought-provoking speakers. The convention, packed with more than 1,000 attendees, was humming.
Nordis Technologies manages hundreds of homeowner association elections each year, including handling 1.5 million annual meeting and proxy notices and tabulating hundreds of thousands of online, mailed and in-person votes in 2017 alone. So, we have learned a thing or two about what makes HOA elections work—or not.
We are back from the HFMA’s bustling annual conference in Las Vegas. We are happy to report that many of the busiest organizations at the conference were RCM companies, including some of our partners, CarePayment, Convergent, HBCS and Sutherland Healthcare.