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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.

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.

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.

Amazon and Apple Point the Way: Rev Up Vacation Owner Engagement, Revenue by Mapping Customer Journey

by Bryan TenBroek | November 21, 2017

In the hotly contested battle for customer dollars, engagement, loyalty and referrals, companies from Apple to Netflix to Amazon are focusing on delivering an outstanding, differentiating customer experience. Primed by interactions with these and similar leaders, consumers are looking for a new level of CX from vacation ownership companies as well.

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