Customer Engagement Award Judges Announced

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Customer Engagement Award Judges Announced

EmilyEVC, Avatar

CustomerCount® and The Resort Trades have announced the selection of a distinguished panel of judges for the Annual CustomerCount Customer Engagement Professional Resort Trades Award (CEP).  The panel includes highly respected and knowledgeable timeshare/resort hospitality professionals from various disciplines who have agreed to review entries into the coveted award program:

  • Scott Bahr (Principal, SB Consulting)
  • Howard Bendell, RRP (Principal, Bendell Resort Consulting)
  • Ed McMullen Sr., RRP (Senior Partner, McMullen Development)
  • Angela Ward (Corporate General Counsel, Mastercorp)
  • Darla Zanini, RRP (DSZ, Inc.) (formerly EVP, ARDA)

Nominations for the 2019 CustomerCount Customer Engagement Professional Resort Trades Award officially opened September 2, 2019 and will be open until December 31, 2019.  The winner will be announced in March of 2020.

Distinguished Panel Will Review Blind Entries

The judges will select the most valuable customer engagement professional within the timeshare resort/hospitality industry based on online nomination surveys designed to measure the nominee’s qualifications numerically and narratively. The survey is powered by CustomerCount’s software.  Judges will make their assessments in a blind judging process, without knowledge of the individual or their company.

The award, in its fourth year, recognizes outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.  Qualified people most likely will be resort managers, assistant managers, front desk folks and customer service team members who are in daily contact with members and guests.  

These outstanding team members exemplify the highest standards in customer engagement and service.  Judges will review data entered numerically in specific categories of customer and/or member engagement including on-site rating improvements and social media mentions and reviews. Along with the quantitative data  narrative descriptions with anecdotes and stories to support the nomination will also be taken into strong consideration.

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

To submit a nomination, visit Resort Trades for a link to the entry form or fill out the online form.

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 call the team on 317-816-6000. Follow their regularly updated blog, or on Twitter and Facebook.

About Resort Trades

Resort Trades’ print edition is distributed monthly to every resort in the U.S., as well as to a subscriber-base of senior-level executives at resort development, management, and travel companies. The eNewsletter, Resort Trades Weekly, consistently has a 20-plus percent open rate and is associated with ResortTrades.com.

Resort Trades offers 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. 


Enterprise Feedback Management – The New Wave

EmilyEVC, Avatar

By Howard Bendell, WRAP Partner and independent resort advisor

It is no real surprise that different organizations tend to view their own research and customer feedback priorities differently.

In today’s ever-changing techno-environment, a “one-off” survey or a periodic approach to measuring customer satisfaction may provide the answer those companies and organizations need.

But what about those who have a more focused approach to customer satisfaction, or have a longer-term view to how customer feedback management might influence the development of their products, expansion of their services or creation of strategic priorities?

The answer lies in enterprise feedback management.

What is enterprise feedback management?

Enterprise Feedback Management is more than just an industry buzz-term. It is a formalized way to introducing the processes and practices necessary to manage an organizationally focused research and analysis program. A coordinated effort that dedicates both human and organizational resources in order to regularly and routinely solicit first-hand, direct to consumer (or end-user) reaction and opinion – tactically driven by the survey or focus group underlying it.

Enterprise feedback management is core to helping supporting organizations focus upon and achieve their strategic goals and priorities. 

Effectively designed and deployed, such a program will define the specific attributes to be studied, establish the timeline upon which to deploy survey solicitations and collect vital customer feedback information and data, and outline the characteristics unique to the targeted sample population. 

A coordinated program may also help in establishing a working dialogue with other actors and beneficiaries of collected research data – be they employees, departmental management staffs, service providers and vendors, and customers alike. 

Beyond the dissemination and collection of surveyed data, an enterprise feedback management program can also aid in the structuring, presentation and analysis associated with data reporting.  Hence, it is a coordinated “cradle-to-grave” approach to defining, seeking, collecting, and reporting upon user opinion and guidance.

Enterprise feedback management
Enterprise Feedback Management provides consistent data collection and reporting

Enterprise Feedback Management Tools

Whether it is recognized as such or not, organizations relying upon data collection platforms such as CustomerCount® are already engaged in the use of enterprise feedback management.  And CustomerCount affords its clients with all of the tools and resources necessary to deploy an effective and efficient feedback management system. 

The simple advantage to the client?  Consistent data collection and reporting that is easily distributed to key stakeholders, reductions in the level of survey and respondent fatigue, and maintained in a structure that will likely eliminate or eradicate duplicative costs due to redundant tools and processes. 

Enterprise Feedback Management systems are relied upon by organizations of all sizes and scales – principally to solicit, centrally manage and analyze data obtained from key stakeholders. 

There are ever increasing, sophisticated, Enterprise Feedback Management tools and software available to survey feedback into actionable data and to ensure that results are presented to the appropriate teams, thus enabling them to respond to continuously evolving user feedback, opinion and guidance. 

About CustomerCount

CustomerCount is a feature-rich, cloud-based enterprise feedback 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.

You can read more about enterprise feedback management and download their whitepapers on the subject here.

About Howard Bendell

Howard A. Bendell, RRP is an independent resort advisor, who brings more than 25 years of combined resort real estate ownership experience to aid his clients. Throughout his career, Bendell has been actively involved in the development and implementation of key strategic initiatives, new programs and products, and has managed industry and consumer-based research efforts. 

His areas of specialty include consumer-centric industry research and the design and implementation of flexible use vacation products.  For more information, contact Mr. Bendell at 305-282-3269 or via email at howardbendell@aol.com


CEP Award & The Power of a Thoughtful Nomination

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By Yuri Duncan, WRAP Partner and CEO, Buchanan Creative Solutions

In my 26-year career with RCI, I earned just over 20 awards. The awards range from small tokens of appreciation from peers to ARDY Nomination medallions.

Getting awards is a great feeling, and everyone loves when there’s a little cash reward associated as well. Some awards came as certificates, others as small pewter eagles.  The names changed over time as well, including The Spirit of RCI, Count On Me, and the Foundation of Excellence awards, to name a few. 

As far as I was concerned, one thing remained consistent for me: I was more interested in reading the nomination than the award itself. Why? To me, someone taking the time to compose a thoughtful nomination means everything.

Too often people mistake the award as the prize.  Or worse yet, leaders believe the award can take the place of personal praise.  A certificate for the wall, a trophy, or a gift certificate are great at the time, but receiving written praise can make impacts that last forever. 

Taking the time to think and write about someone’s efforts to do a great job reinforces good behaviors and practices and motivates them to keep up the superior performance. 

Nomination for Customer Engagement Award
Nominations for the Customer Engagement Professional Award are now open

Well-written and positive feedback, be it in the form of an award nomination or a performance review shows someone that they are valued. It sends the message that their leadership is paying attention to the good things they contribute to the organization instead of focusing on opportunities for improvement.  This builds a relationship of trust and respect between the employee and their leadership.   

CustomerCount®, provides organizations with the ability to gather detailed feedback regarding their employee performance.  Using their customer feedback gathering tools, CustomerCount is the perfect platform to start from when recognizing your employees.

Nominations for the Customer Engagement Professional Award

This is why CustomerCount®, in conjunction with the ResortTrades magazine, created the CustomerCount Customer Engagement Professional Resort Trades Award. The CEP Award recognizes the highest standards in customer engagement and service.

The coveted CEP award recognizes outstanding leaders and staff members who exemplify customer engagement within the timeshare resort/hospitality industry.

Qualified people most likely to be nominated will be those who are in daily contact with members and guests including:

  • Resort managers
  • Assistant managers
  • Front desk folks
  • Customer service team members
  • Housekeepers, concierge and landscapers

These outstanding team members exemplify the highest standards in customer engagement and service. Their interaction with members and guests shapes the entire guest experience; paving the way and opening the doors to happy smiles and memorable vacations.

To learn more, visit our nominations page or ResortTrades.com. If you’re ready to take the time and effort to make a positive impact on someone’s career, the online form is available at www.ccceprtaward.com. Nominations close on December 31, 2019.

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.  

About Yuri Duncan

Yuri Duncan is an award winning filmmaker and president of Buchanan Creative Solutions, LLC – a video production company specializing in producing affordable and effective videos. His skills and accomplishments as an artist and leader are what drive him to provide high quality services through Buchanan Creative Solutions.

With a proven record in design, illustration, animation, editing, and management, Yuri oversees all projects, no matter how large or small, to ensure the end-result fulfills your vision.


It’s back to school with IUPUI partnership

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CustomerCount® has been named as an Industry Partner for the Computer Science Industry Partnership Program (CSIPP), which is part of IUPUI’s Department of Computer and Information Science in the Purdue School of Science.

“CSIPP is part of our ongoing commitment to the development, retention and growth of IT talent in Indianapolis,” said Shiaofen Fang, interim dean of the School of Science and founder of CSIPP.

“We are extremely pleased to welcome this local, forward-thinking company as a partner.  We are committed to working together to share resources and relevant market information in order to continue developing world-class research and high-quality IT talent.  Working with a company like CustomerCount will give our students real world experience and offer the opportunity for CustomerCount to tap into some of the brightest minds in intelligence technology.”

Bob Kobek and Shiaofen Fang IUPUI
Bob Kobek, president CustomerCount and Shiaofen Fang, interim dean at the School of Science

Bob Kobek, President of CustomerCount said, “We are looking forward to connecting with this talented group of IUPUI IT students whether it be with internships, guidance through a capstone project or consulting and research.”

Initially the collaboration will include work on the reporting portion of CustomerCount’s robust Enterprise Feedback System originally developed for the hospitality industry.

“Mentorship and collaboration are at the core of our company’s pillars of community responsibility,” continued Kobek.  “We always look for opportunities to create connections with the upcoming generations who will be solving challenges of issues so far in the future we haven’t yet thought of them. This will be an exciting partnership.”

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 about how seriously we take data privacy, request a demo or call Bob Kobek on 317-816-6000.  You can also follow them on their blog, on Twitter or Facebook.

About IUPUI Computer Science Industry Partnership Program (CSIPP)

The Computer Science Industry Partnership Program brings together central Indiana corporations and businesses with the Department of Computer & Information Science at IUPUI to promote interaction and collaboration. 

The CSIPP Program is an ongoing commitment to the development, retention and growth of IT talent in Indiana. Our partners have the opportunity to connect closely with our students and faculty for recruitment, internships, capstone projects, consulting and research. We are committed to working together to share resources and relevant market information in order to continue developing world-class research and to develop high-quality IT talent.


Customer Engagement Professional Award Opens

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Nominations are open for the 2019 Customer Engagement Professional Award

Nominations for the 2019 CustomerCount® Customer Engagement Professional (CEP) Resort Trades Award have officially opened.

The coveted award, in its fourth year, recognizes outstanding leaders who exemplify customer engagement within the timeshare resort/hospitality industry.

Nominations will be open until December 31, 2019 and the winner will be announced in March of 2020.

CustomerCount and Resort Trades are looking for the most valuable customer engagement professional within the timeshare resort/hospitality industry.

Qualified people most likely will be those who are in daily contact with members and guests including:

  • Resort managers
  • Assistant managers
  • Front desk folks
  • Customer service team members

These outstanding team members exemplify the highest standards in customer engagement and service. Their interaction with members and guests shapes the entire guest experience; paving the way and opening the doors to happy smiles and memorable vacations.

Customer Experience Professional award 2019

Previous winners – and their ongoing success

Last year, the award went to Noyan Suel as Operations Manager of Grand Pacific Resorts’ Carlsbad Seapointe Resort. He has since been promoted to General Manager of Olympic Valley Resort.

The year prior, Jeff Brock, now Regional Director of Operations, received the CEP Award from a highly competitive field of nominees.

The nomination process includes completing an online nomination survey to measure the nominee’s qualifications and qualities. The survey is powered by CustomerCount’s software.

“The flexibility of our online feedback system can be utilized in numerous ways–including an efficient method in determining a winner for this award,” said Robert Kobek, president of CustomerCount. “We will combine the data entered numerically in specific categories of customer and/or member engagement including on-site rating improvements and social media mentions and reviews.

“Along with the quantitative data narrative descriptions with anecdotes and stories to support the nomination will also be taken into strong consideration,” added Bob.

According to Sharon Wilson, publisher of Resort Trades: “We’re again proud to team up with CustomerCount to celebrate the timeshare hospitality industry’s often overlooked and under-appreciated resort management professionals. These are the folks at the heart of our industry and we are thrilled to share their accomplishments as living examples of Best Practices.”

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

How to submit a nomination for the Customer Engagement Professional Award

Nominating a colleague is easy. Just visit the CustomerCount nomination website or visit the Resort Trades for a link to the entry form, and complete the form.