WRAP Spotlight on Carlos Marchi

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WRAP Spotlight on Carlos Marchi

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By Georgi Bohrod, RRP    

WRAP Partner & Principal at GBG & Associates  

What is WRAP?

Last summer, CustomerCount launched WRAP (Worldwide Research Analytics Program), a detailed qualitative analysis program combining touch-point sentiment and accuracy with industry expertise and insights.

CustomerCount’s WRAP is tailored to address client’s strategic and tactical priorities, particularly those derived from feedback and surveys.

The new subscription-based service takes customer feedback to a new level, offering the expertise necessary to formulate conclusions and offer operationally based recommendations oriented to improve service efficiencies and drive profitability.

By offering optional reporting enhancements that reveal deep insights into customer attitudes and sentiments, while identifying areas for process and service improvement, WRAP is intended to look beyond the numbers generated by CustomerCount’s customer experience surveys.

The latest iteration of the WRAP program is the addition of a strong coalition of Mobius Vendor Partner (MVP) Associates, each of whom brings valuable professional expertise to create comprehensive resources to support each other and their clients. 

Although not formally aligned, the allied professionals are colleagues who joined together to promote CustomerCount online surveys and provide solutions to issues which may surface in the information gathered 24/7/365 by the powerful feedback enterprise system.

I’m proud to be a part of this group along with Howard Bendell RRP (Qualitative Analysis)

Emily Collins, EVC Marketing (Digital Marketing), John Locher RRP, Locher & Associates (Membership/Ownership Engagement/Business Development) and Carlos Marchi SMEI, CME, CECP, EVP Mexico and Latin America, CustomerCount (Contact Center Compliance).

Carlos-Marchi-CustomerCount-Mexico

Who is Carlos Marchi?

As CustomerCount is a proud sponsor of AMDETUR (held in Mazatlán, Sinaloa, Mexico  May  21-23 2019), I thought it might be good to share some background on CustomerCount’s EVP of Mexico and Latin America—Carlos Marchi.

A resident of Puerto Rico, Carlos Marchi was once a client of CustomerCount.  He has decades of experience with call centers, customer engagement and marketing. Moreover, he has an in-depth knowledge and appreciation of the value of the CustomerCount online survey system’s multi-language feedback system.

Since Carlos came on board in 2017, he’s been spreading the word to the hospitality industry in the Caribbean, Mexico and South America of the CustomerCount feedback system.  Because of its flexibility, Carlos has also been able to introduce the important customer engagement tool to other industries outside of hospitality.

If you are in business south of the border, Carlos Marchi can help you zero in on the voice of your customers.

AMDETUR is using CustomerCount’s survey platform to poll its members and attendees during the conference for the Mexican Association of Tourism Developers.  The results will call attention to what worked, what was popular, what was learned and on the other side, items that need to be improved upon.   

For further information about CustomerCount and to arrange a demonstration in Spanish, visit the website. Alternatively, contact Carlos Marchi directly on: +1 787-602-0998.

A Spanish version of this article can be viewed and downloaded here:


CustomerCount to sponsor AMDETUR convention 2019

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CustomerCount has joined the distinguished group of tourism, hospitality and resort timesharing companies sponsoring the AMDETUR convention May 21-23 at the Mazatlán International Center, Mazatlán, Sinaloa, Mexico.

AMDETUR (The Mexican Association of Tourism Developers) has been instrumental in promoting a common front focusing on defining an appropriate regulatory framework to allow the growth of the Mexican real estate tourism industry.

This will be the third year that CustomerCount is the official event feedback system for the convention. Attendees will be given several opportunities to provide their opinions on the entire experience from beginning to end. 

According to Carlos Marchi, CustomerCount’s Executive Vice President of Sales for Mexico and Latin America: “AMDETUR attendees come from Mexico, North America, the Caribbean and Latin America.  Since the feedback system is fluent in 40 languages, it is extremely advantageous in gathering information and  reporting back to the convention  management team.”

Robert Kobek, President of CustomerCount said “CustomerCount’s presence in Mexico, the Caribbean and Latin America is in growth mode.  We are glad to support the work of AMDETUR by sponsoring a breakfast and are pleased to have the opportunity to introduce our survey system along with all of its recent upgrades and enhancements to attendees at this event.”

AMDETUR-convention-May-2019-sponsorship

About AMDETUR

The Mexican Resort Developers’ Association (AMDETUR) is a tourism industry organization that acts as a liaison between federal, state, and municipal authorities and private enterprise in the timeshare and vacation ownership sector, a part of the tourism industry that has seen a steady growth of 4% a year since 2009.

AMDETUR works for the defense of common interests of its members, by promoting capital investment in growing tourism in Mexico, serving as a consultation body for government authorities, collaborating with public agencies and private enterprise in promoting training program and creating channels of communication for the purpose of unifying and harmonizing criteria for private sector participation.

The Mexican Resort Developers’ Association (AMDETUR) was founded on July 13, 1987 (30 years ago) and represents 90% of resort developers in investors in the Mexican Timeshare and Vacation Ownership industry.

These include exchange companies, investors, sellers, operators, real-estate brokers, law firms and consultants.  It has a nationwide presence through local chapters in Mazatlán, Los Cabos, Puerto Vallarta-Riviera Nayarit, Manzanillo, Acapulco, Ixtapa-Zihuatanejo, Cancun-Mayan Riviera, and Cozumel.

A Spanish version of this press release is available here:


10 things I learned at the C.A.R.E. Conference

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By Bob Kobek, RRP
President, CustomerCount

I had the pleasure of attending the Cooperative Association of Resort Exchangers (C.A.R.E.) conference this week in my hometown of Indianapolis. In addition to enjoying informative and entertaining keynote speeches and social events, I was delighted to moderate an important panel discussion,” Compliance in the Year of Class Action Litigators.”

This was the organization’s 67th conference and I came away with 10 distinct impressions:

  1. The members that attended are serious about their businesses
  2. The members are successful at what they do
  3. The members are very hard-working professionals
  4. The members will conduct business “on the spot”
  5. Some members drink a lot of spirits
  6. The members are very welcoming – not at all “cliquish”
  7. It was a very informative event – speakers and panels were excellent
  8. Some members spend time in bars
  9. The association stays true to its charter – effectively, sharing inventory
  10. Most of all – I felt very welcomed

I will go to the next one!

One of the highlights of the conference is awards night and the presentation of the C.A.R.E. Pinnacle award. This award is unique in that its recipient is nominated by the C.A.R.E. membership. The winner must demonstrate their commitment to the community through philanthropic activities and possess characteristics of leadership, integrity, quality standards and ethics.

I was proud to be nominated this year, but our congratulations go to the deserving recipient, Kris Gunn, of Gunn Marketing. You can view her very gracious acceptance speech on the C.A.R.E. Facebook page.

My thanks go to C.A.R.E. president, Linda Mayhugh, for her leadership.

Bob-Kobek-C.A.R.E.-conference-panel-May-2019
Bob Kobek moderating the panel on “Compliance in the Year of Class Action Litigators”

About C.A.R.E.

C.A.R.E. (Cooperative Association of Resort Exchangers) is a trade association established in 1985. It was formed by representatives of timeshare resorts who found that by exchanging vacation inventory among themselves, they were better able to satisfy their owners with increased vacation opportunities. Today, member companies are also able to utilize inventory and generate revenue through wholesale rentals, while continuing to offer expanded exchange and fulfillment options.


Why You Need to Understand the Voice of the Customer

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By Bob Kobek, RRP
President, CustomerCount

Every morning (almost – mostly) I have a board meeting while shaving. One of the mandates of that board meeting between me and me is to invent an idea that we can use to enhance our software and its appeal to customers.

Of those ideas, some actually make it to the garage as I am leaving for work. Some of those survive as far as the parking lot and, every now and again, one might make it into the office to get researched. Then, now and again, that rare idea hits the discussion stage.

Going from the board meeting in the mirror to the design stage is a process that really does, sort of, work. It is that one idea (and the ideas of others) in a quarter that does move from idea to innovation.

That enhancement, between other enhancements, demonstrates to our customers that we are always thinking.

Interval windshield wipers were invented because the public asked for them.

In our case, the best idea is the one that comes from our clients who ask the question: “Can you make your software do …”?

It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer.

If you would like assistance in listening to the voice of your customer, then contact us now for a demo of our survey solutions and feedback management or call us +1 317-816-6000.

Listening-to-the-Voice-of-the-customer
Does your company cut it when it comes to listening to the voice of the customer?

About CustomerCount

CustomerCount was developed, and is managed today, by Bob Kobek, president of Mobius Vendor Partners. The company is celebrating its 20th anniversary in 2019 as a firm focused on business process design and management.

CustomerCount is a feature-rich, cloud based survey solution providing intuitive real-time reporting, fast turnaround on updates, and detailed and dynamic data gathering for process improvement and customer loyalty to improve your bottom line.

We design company or product branded survey communications that present questions that maximize response rates and get you the information you need. Our robust reporting component supports 24/7 online access to real time customer feedback via reports customized to meet your business needs.

CustomerCount is a web-based product, minimizing installation time and expense. Due to the innovative technological architecture of CustomerCount, ongoing updates to survey content, report formats and other features are easily and quickly accommodated.

More recently, CustomerCount has developed the Worldwide Research Analytics Program (WRAP), a group of independent minds and businesses brought together by Bob Kobek.

The aim of the WRAP group is simple: to provide CustomerCount clients with additional reporting services that reveal deeper insights into their customer’s attitudes.

By looking beyond the wealth of data generated by CustomerCount’s customer surveys, WRAP members provide industry-specific observations and advice. This information can be used to identify key areas such as process and service improvement.


Bob Kobek to moderate CARE compliance panel

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President of Indianapolis-based Mobius Vendor Partners Robert A. Kobek RRP, will moderate a panel discussion entitled “Compliance in the Year of Class Action Litigators” at this year’s C.A.R.E. Conference.

The C.A.R.E. ( The Cooperative Association of Resort Exchangers ) will be held at The Westin Indianapolis in Indiana May 4-7, 2019.

Bob Kobek will join other travel and hospitality industry experts at the two day timeshare-focused conference. Other speakers include Linda Mayhugh (president of C.A.R.E.), Ian Nicolini (Vice President, Indianapolis Economic Development), Gregory Crist (CEO, Association of Vacation Owners) and Dave Heine (President, Timeshare Escrow and Title) to name a few.

“We are proud to welcome C.A.R.E. attendees to our home town,” said Bob Kobek. “And I’m pleased that C.A.R.E. understands the challenges of compliance, whether it be ADA or marketing outreach. Our organization and our industry partners can offer guidance on how playing by the rules actually increases profitability.”

Bob-Kobek-compliance-CustomerCount
Bob Kobek will be moderating a panel about compliance at the CARE convention, May 2019

With over 30 years working with contact centers, telemarketing and marketing organizations, Bob Kobek is a talented moderator and an expert in global compliance. With his depth of expertise, he keeps a panel discussion moving along ensuring speakers share fresh quality content. The objective is to help attendees learn how to maximize their results while staying within the ever-changing, complicated compliance guidelines.

Many of the conference attendees use the CustomerCount cloud-based Enterprise Feedback Solution to provide them with real-time data through robust customized reports. CustomerCount was created by Mobius Vendor Partners (MVP), a well-known business process design, management and performance improvement company.

About C.A.R.E.

C.A.R.E. (Cooperative Association of Resort Exchangers) is a trade association established in 1985. It was formed by representatives of timeshare resorts who found that by exchanging vacation inventory among themselves, they were better able to satisfy their owners with increased vacation opportunities. Today, member companies are also able to utilize inventory and generate revenue through wholesale rentals, while continuing to offer expanded exchange and fulfillment options.

About Mobius Vendor Partners

Founded in 1999, Mobius Vendor Partners (Mobius) is a business process design, management and performance improvement company with personnel committed to excellence in assessment and deployment. We help our client organizations increase efficiency and effectiveness to gain positive, bottom line impacts. At Mobius, we provide solutions whose immediate or forecasted impacts are measurable in quantitative and/or qualitative terms. We work with our clients to identify the key performance indicators related to our solutions and develop processes/systems for effective reporting.

About CustomerCount

CustomerCount is a feature-rich, cloud-based survey solution providing intuitive real-time reporting and detailed dynamic data gathering capabilities. It supports process improvement efforts, builds customer loyalty and improves ROI. CustomerCount was initially designed for the hospitality and contact center industries and is now used by organizations across numerous different vertical markets and industries. Follow them on LinkedIn or Facebook.