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.
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.
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.
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.
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.
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.