Work the Plan: Journey Mapping Your Vacation Owner's Experience - Part 2

by Wendy Poe | September 6, 2018

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.

Plan the Work: Defining Your Vacation Owner's Journey

by Wendy Poe | August 13, 2018

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.

Digital Challenges & Opportunities for Collections Letters and Payments: Insights from the ACA International 2018 Conference & Expo

by Bryan TenBroek | August 8, 2018

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.

5 Tips to Experience Your Best HOA Voting Season Ever!

by Shelley Dolan | July 19, 2018

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.

Revenue Cycle Companies at HFMA’s ANI Talk Tech, Growth & Patient Experience

by Richard O'Rourke | July 3, 2018

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.

Healthcare RCM Leader Sutherland Uses Design Thinking and Patient Journey Maps to Empathize with Patients and Improve Customer Experience

by Avery Earwood | June 25, 2018

We’ve all been a patient at some point in our lives, and illness aside, the experience is rarely pleasant. Many shortcomings exist in the myriad revenue cycle operations before, during and after treatment. Remember scrambling to find a local doctor who accepted your health insurance, was accepting new patients, was highly rated by his or her patients, and could see you quickly? Recall the stress of needing treatment but not knowing what your out-of-pocket costs would be? Or imagine the strain of trying to figure out how to pay an unexpected medical bill.

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