Is your Feedback System Convenient?

Bob Kobek, Bob Kobek

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Why We Shouldn’t Talk To Ourselves: Text Messaging is rising and rising and rising

By Robert A. Kobek, RRP

I read a press release the other day on LinkedIn and a national trade publication that claimed a resort company was “the first in the country” to utilize text messaging as a way of communicating with their guests. While I doubt the accuracy of that one it does make a pretty significant point.

In the course of a normal day (normal will likely be addressed in a future blog), I talk to close to 20-30 timeshare industry professionals in various positions. That is the highlight of my days as both a business owner and the chief cook and sales professional. Really, it is.

Discussions range from demonstrating our software to committee work for the various volunteer work I am engaged in to, yes, sales calls. What I hear, generally, are a lot of excuses for doing or not doing something that fall into a few categories. They all sound like the old “this is the way it has always been done” out of one side and “we can’t afford it” on the other.

One of them that fits into the former is the inclusion, or not of mobile access to every stage of the guest experience. And the biggest culprit about why mobile is not a part of the owner/guest communication: age. “Our owners and guests are old. They won’t use it.” Now, never mind they have never been asked, it is just assumed.

So, I have great news for you, this is not true! Grandma and Grandpa have smart phones, tablets, and even still have desktops. 4 years ago, 19% of the people responding to our feedback invitation were completing the survey on a device other than a desktop. Today it is north of 40% and growing.

That number is even larger if I throw in the proactive Onsite Service Request and our LegacyGold product.

NOTE: CustomerCount has employed SMS text messaging to our clients to communicate with their guests for over 3 years now. Just saying.

Consider the report from Nielson below and understand this most important fact: Accessibility and credibility are directly related so find ways to communicate with your owners and guests.

Cell Phone Users: 2014

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CustomerCount CEP Resort Trades Award

Bob Kobek, Bob Kobek

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Annual Award Contest Celebrates Resort Managers, General Managers and Assistant Managers

INDIANAPOLIS, IN (September 12, 2016) – CustomerCount and Resort Trades magazine have announced a partnership to recognize outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.

Nominations for the annual award, “CustomerCount Customer Engagement Professional (CEP)/ Resort Trades Award” will open Tuesday, September 13th with the recipient being announced in February.

According to Robert Kobek RRP, president of CustomerCount, the nomination process will include completing an online nomination survey to compile the nominee’s qualifications and qualities.  “Our online feedback system measures and reports customer feedback through branded, customized online surveys, and this system can be utilized in numerous ways–including an efficient method in determining a winner for this new award.”

Nominations should focus on the performance of Resort Managers, General Managers, and Assistant Managers who have contributed to the success of the company in an exceptional manner. Areas of contribution may be extraordinary interactions with members/guests; remarkable improvements in on-site ratings of the resort; innovative training techniques and outstanding social media mentions and reviews. Nominations will need to include detailed insight regarding the leader’s performance and contribution showing how the nominee’s efforts and achievements have significantly impacted the team, company, and/or community.

According to Sharon Scott, publisher of Resort Trades, “In an effort to pay homage to often overlooked and under-appreciated resort management professionals, we’ve teamed with CustomerCount to celebrate these hard working individuals, many of whom are the backbone of maturing, legacy resorts.”

The winning manager and their company/resort will be profiled in the February issue of Resort Trades. Two trophies will be presented; one for the company and one for the individual CEP.

To submit a nomination, visit www.customercount.com or www.ResortTrades.com for a link to the entry form. The online form will also be available at www.ccceprtaward.com.

“We know Customer Engagement is a part of the corporate culture and requires the skill and talent that many strive for, and few master.  At CustomerCount we want to honor an individual who has shown exceptional performance in an area which frequently goes unrecognized,” said Kobek.

The CustomerCount team introduced the award and named its first CEP winner at the 2016 PACE Convention and Expo.  The CustomerCount Customer Engagement Professional (CEP)/ Resort Trades Award will be announced in February.

About CustomerCountSM  

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.  For more information, visit www.customercount.com or call 317-816-6000.  Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount. 

About The Resort Trades 

Resort Trades is distributed monthly to every resort in the U.S., as well as to a subscriber-base of senior-level executives at development, management and timeshare-related travel companies. Resort Trades offer display advertising, classified advertising, directory listings, as well as monthly industry news and press releases, global analysis articles and in-depth interviews with industry professionals and business leaders. For more information visit www.resorttrades.com


CustomerCount, Keatext Text Analytics Partnership Enhances Actionable Feedback Data

Bob Kobek, Bob Kobek

Enterprise Customer Feedback - Text Analytics

 

CustomerCountSM   Adds Text Analytics to More Fully Support Business Intelligence  

New Reporting Component Takes Unstructured Data Verbatim Comments and Creates Sentiment Analysis

INDIANAPOLIS, IN (August 1, 2016) – CustomerCountSM, the online customer feedback management system, has teamed with Montreal based-Keatext, to incorporate the option of text analytics into its popular system.

“By capturing unstructured data and reporting it in a structured format, businesses can determine which words and phrases are used most often and– in what context,” says Bob Kobek, President of CustomerCount.  “We teamed with Keatext not only because of its ease of use and seamless integration into our existing platform—but also because we share the same philosophy of continually improving the customer experience thereby ensuring greater customer engagement.”

CustomerCount will use the new enhancement for text categorization, text clustering, concept/entity extraction, production of granular taxonomies, sentiment analysis and  document summarization. In simple terms explains Kobek “the process ‘sees’ patterns within comments on the survey and then evaluates and interprets the output.”

Charles-Olivier Simard, Vice President of Keatext says “We are extremely pleased that CustomerCount has selected us as their partner.  They understand that there is a gold mine of important information in people’s verbatim comments. Keatext will help them unlock that valuable feedback and make it easy to translate into actionable items to improve customer experience.”

“Our goal is to embrace a fully engaged customer who is satisfied and loyal to a product or service.  A tool that taps into language nuances is a substantial asset in this quest,” adds Kobek.

About CustomerCountSM  

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.  For more information, visit www.customercount.com or call 317-816-6000.  Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount

About Keatext 

Keatext is a cost-effective, cloud-based app that quickly gives businesses a picture of their entire interaction with their customers, across all touch points so they can take the right action. Keatext uses natural language processing technology to analyze unstructured customer feedback such as customer comments, product reviews, call center transcripts and open-ended survey responses. Learn more at www.keatext.ai or follow them on Twitter @KeatextAI.

 

Contact:  Robert Kobek, RRP

317-816-6000  Ext. 100

Media Contact: Georgi Bohrod

619-255-1661


CRM Integration Solution Improves Customer Engagement

Bob Kobek, Bob Kobek

CustomerCountSM   Adds Significant Feature to Online Enterprise Customer Feedback Management System

CRM Integration Solution Improves Customer Engagement

INDIANAPOLIS, IN (January 6, 2016) – CustomerCount, the online customer feedback management system has introduced a CRM Integration Solution designed to increase customer engagement options easily utilized in numerous industries.  The Indianapolis-based company has recently developed the process necessary to integrate survey data with various Customer Relationship Management systems, including Salesforce.

Robert Kobek, RRP, President of CustomerCount, says the CustomerCount / Salesforce integration uses the Salesforce Lightening Integration tool and came as a result of the focus on staying ahead of the needs of clients.  “As a company which promotes listening to client feedback, we are proud to pay attention to the ever changing landscape of customer engagement best practices by offering CRM integration that measures the customer’s journey at each point of engagement.”

“Now as soon as a respondent submits a survey, feedback is updated in a Salesforce Contact record,” explains Kobek. ” The update can immediately trigger a Workflow rule to assign a follow up task, send a follow up email or reopen a case in Salesforce, or any other CRM platform.”

Linking Salesforce and CustomerCount is one more step in creating deeper relationships between customers and services.  Kobek says that the integration between the two platforms makes managing the customer engagement and experience in fast, efficient and seamless.

“Each time we add a feature to CustomerCount and expand its capabilities, we find the customer experience is improved exponentially,” says Kobek. “And that’s what we are all after; a fully engaged customer who is satisfied and loyal to a product or service.”

About CustomerCountSM  

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries.  For more information, visit www.customercount.com or call 317-816-6000.  Follow at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.

Contact: Bob Kobek
317.816.6000 extension 100

Media Contact: Georgi Bohrod
619-255-1661


CustomerCount’s Lisa Kobek Elected to TherAplay Board of Directors

Bob Kobek, Bob Kobek

December 21, 2015 – CustomerCount℠ online enterprise customer feedback management system announces that its Executive VP Lisa Kobek has been named to the Board of Directors of The Children’s TherAplay Foundation, Inc. (TherAplay) effective 2016. Prior to joining CustomerCount, Lisa was Executive Director of TherAplay for nearly four years.

TherAplay is a not for profit outpatient pediatric rehabilitation clinic providing physical and occupational therapy for special needs children. The talented team of licensed therapists incorporate the movement of horses, through an innovative therapy called Hippotherapy, into therapy sessions. Therapy sessions are one-on-one and include treatment time in the child-focused clinic as well as on horseback.

Lisa’s career experience has spanned the for-profit and not-for-profit worlds, with a primary focus in the areas of leadership, client service/donor relations, strategic and tactical planning, process improvement and operations. Her role for CustomerCount is to manage the day to day operations related to the company’s online enterprise customer feedback management system. She also heads up customer service and client relations for the popular survey system.

As a board member of TherAplay, Lisa looks forward to continuing her involvement with the organization. She says “TherAplay and the families it serves have a very special place in my heart. I am honored to serve on its board and have the opportunity to help support its extraordinary mission.”

About CustomerCount
CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on requested updates, and detailed and dynamic data gathering capabilities to support process improvement efforts, build customer loyalty and improve your bottom line. Developed and managed by Mobius Vendor Partners, CustomerCount was initially designed for the timeshare and contact center industries and is now used by organizations across numerous different vertical markets and industries. For more information, visit www.customercount.com or call 317-816-6000. Follow them at http://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.

About TherAplay
Founded in 2001, The Children’s TherAplay Foundation, Inc.’s mission is to provide children with special needs a foundation for developing life skills through innovative therapies in a safe and caring environment, including equine-assisted physical and occupational therapies. Located in Carmel, Indiana, TherAplay is privileged to serve more than 100 children ages 18 months to 13 years each week. For more information, visit www.childrenstheraplay.org.