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Work the Plan: Journey Mapping Your Vacation Owner’s Experience – Part 2

Wendy Poe
  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…

Plan the Work: Defining Your Vacation Owner’s Journey

Wendy Poe
  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…

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

Bryan TenBroek
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…

5 Tips to Experience Your Best HOA Voting Season Ever!

Shelley Dolan
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. (more…)

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

Avery Earwood
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…

Vacation Ownership: ARDA World 2018 Reveals More Sunshine Ahead

Bryan TenBroek
  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. (more…)

ARDA World 2018: Mapping the Customer Journey Goes Prime Time

Bryan TenBroek
  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…

User Generated Content Ideas Will Power Your Marketing

Bryan TenBroek
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…
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