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timeshare industry trends in payments

Vacation Ownership Trends Include Digital Payment and IVR

Bryan TenBroek
  Fall is nearly here — the customary time when most vacation ownership companies begin billing for the annual maintenance fee, which averages about $1,090, according to the American Resort Development Association (ARDA) most recent State of the Industry report. (more…)
Postage Rate Increase - USPS Truck

Countdown to Postage Rate Increases

Bryan TenBroek
  Companies have gotten used to budgeting for an annual postage rate increase. This year the USPS has surprised mailers with a midyear increase on top of the one in January. (more…)
Consumer Friendly Debt Collection Results in Greater Recover Rates - ACA Convention 2021

Digital-First and Consumer-First Are the New Table Stakes: Takeaways from the ACA International Convention

Bryan TenBroek
  One of the leadership principles Coach Dick Vermeil offered at the always terrific ACA International Convention last week was to bring energy to the workplace. Let me tell you, ACA’s three-day event was brimming with energy and engagement from more than 700 attendees. (more…)
adapt to digital communications

New Consumer Communication Rules for Collections Demand Agility and Adaptability

Bryan TenBroek
  New debt collection rules that have been in the works for at least seven years will take effect in November as planned. (more…)
cloud based usps certified mail

Surge in Certified Mail Demands New, Lower Cost Technology

Mike Rosini
  Streamlining bulk certified mail starts in the cloud. Companies are bracing for a surge in sending past-due and collection notices that require USPS Certified Mail® delivery as temporary pandemic consumer relief ends. (more…)
billing and payment trends

It’s Time to Deliver the Experience for Billing and Payments that Customers Expect with Omnichannel

Bryan TenBroek
  We’ve all seen the statistics. It comes down to customer experience (CX) being a strategic imperative. To cite just one: 81% of companies are moving to compete mostly or entirely on the basis of CX. (Gartner). (more…)
vacation owner communications strategies

You Can’t Zoom a Vacation: A Q&A with ARDA CEO Jason Gamel

Bryan TenBroek
  We’re thrilled that leisure and business travel is picking up again after a very long year of staying home. With vaccines being broadly distributed, the American Resort Development Association (ARDA) and its members are gearing up for a fantastic 2021 based on huge pent-up demand. Over spring break, many resorts already…
customer communications strategies

Customer Communication Strategies: Leveraging Print and Digital Channels in Mortgage Servicing

Bryan TenBroek
  COVID-19 has created a housing boom, requiring new mortgages for those who are moving, but also financial hardship for others who cannot make their mortgage payments. This dual-track situation has posed a major customer service communication challenge for the mortgage servicing industry. (more…)
digital transformation starts with your business culture

Want to Succeed with Digital Transformation? Start with Your Culture, Not Technology

Charles Grau
  As a lifelong tech guy and a corporate chief information officer, I can tell you it’s easy to get caught up in tech’s bells and whistles and to geek out on emerging technologies, from blockchain to artificial intelligence. But a tech-first approach is a big mistake when it comes to digital…
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