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Vacation Ownership: ARDA World 2018 Reveals More Sunshine Ahead

by Bryan TenBroek | May 23, 2018

What a great show and fabulous venue for ARDA World 2018 in Las Vegas! Fortunately, my top takeaways from the event strongly suggest that what happens in Vegas isn’t staying in Vegas: Trends point to continued good times for the vacation ownership industry and its customers.

ARDA World 2018: Mapping the Customer Journey Goes Prime Time

by Bryan TenBroek | May 18, 2018


I am proud to say we had a sell-out crowd at our workshop, called “From Lead to Loyalty: A Vacation Owner’s Journey,” at ARDA World 2018 held this first week of May in Las Vegas.

The draw for our 160 attendees: Frank discussions and practical advice about taking that critical step of customer journey mapping and then making changes in every interaction with the vacation owner to improve customer experience (CX) so you can boost satisfaction and revenue.

User Generated Content Ideas Will Power Your Marketing

by Bryan TenBroek | April 25, 2018

Sure, customers can be great ambassadors for products or services and often don’t hesitate to express themselves through online product reviews, tweets, testimonials, videos and blog posts. But how much should you encourage or feature this user-generated content created by unpaid contributors?  Answer, a lot. In the following, I suggest some user-generated content ideas that you may find to be powerful assets in accomplishing your marketing goals.

Protecting Customer Payment Data: June Deadline For Meeting Stricter PCI DSS Rules

by Suzzi Morrison | April 10, 2018

While technology has made it fast and easy to process debit and credit cards for customer payments in person, by phone and online, it can also leave companies and their customers vulnerable to data breaches and other hacking. To safeguard card user information, the major payment card association brands (Visa, MasterCard, American Express, Discover and JCB) created the Payment Card Industry Data Security Standard (PCI DSS).

Prioritizing the Patient Journey

by Richard O'Rourke | March 22, 2018

The latest competitive strategy: Walk a mile in someone’s shoes. In healthcare, that means understanding and mapping the patient journey.

Making compliance a breeze for customer communications with CCM applications

by Richard O'Rourke | March 2, 2018

Keeping up with changing disclosure mandates, privacy laws, security regulations and other compliance requirements for customer billing statements and letters is a real high-wire act for many organizations, especially in heavily regulated sectors such as healthcare, financial services and collections. 

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