Vacation Ownership Pros Discuss Improving Customer Satisfaction Rates & Promoting Owner Engagement

Resort Trades Learning Center 08.13.2020 Lisa Kobek Sean Coogan

Join us for a free, online, interactive event August 13, 2020 at 1:00 p.m. EST with Sean Coogan, Welk Resort Group, & Lisa Kobek, CustomerCount®

On Thursday, August 13, 2020, Resort Trades magazine is hosting an interactive town hall to assist timeshare (vacation ownership) resort operators succeed in maintaining communications with owners/members during these difficult times. A registration form for the free event, videos of past events, and current updates about the session are available at ResortTrades.com/LearningCenter.

Supported by sponsor companies that are, themselves, intensely engaged in communications and which include The Contact Group, CustomerCount®, and GBG & Associates, the session is open to anyone with questions such as:

  • In view of the Coronavirus situation, are there any special communication strategies available?
  • What people skills are needed on the part of a resort team at this time of emotional stress and financial upheaval?
  • How can a resort establish face-to-face engagement before check-in, during a visitor’s stay, and following their departure?
  • What useful information can be obtained from online surveys and how can operators avoid pitfalls in structuring a survey campaign?
Lisa Kobek EVP of Client Services and Operations CustomerCount
Lisa Kobek EVP of Client Services and Operations CustomerCount

Since 2014, Lisa Kobek has been EVP of Client Services and Operations with CustomerCount, which is an online enterprise customer feedback solution designed specifically for the hospitality industry. Her job is to oversee client management, service delivery, and product development processes Kobek will explain why there’s much more to simply distributing a DIY survey to measure the customer experience. She will cover:

  • A general list of best practices
  • Using surveys as communication tools to engage owners
  • Things to think about when developing questions
  • Compliance with government rules and regulations
  • How to choose a delivery method.
Sean Coogan is the Vice President of Resort Operations at Welk Resorts

Sean Coogan is the Vice President of Resort Operations at Welk Resorts, one of the most respected independent brands in the vacation ownership industry.  Sean joined the Welk organization in 1988 and has been fortunate to develop through the ranks of the company starting in the Theatre, then becoming the Director of Operations in 2006, moving on to General Manager in 2009 and Regional Director. In 2018 he was promoted to his current position where he remains today as VP. He will be sharing from his ‘feet-on-the-ground’ experience gained by overseeing resorts located in California, Colorado, Missouri, and Baja California Sur, Mexico, including the following:

  • Welk survey structure
  • Segmentation and trends
  • Team Member recognition/counseling
  • Corporate awareness and alignment
  • Core Service Standards          

About The Trades Publishing Company

The Trades Publishing Company, based in the greater Knoxville, Tennessee area, is a B2B multi-channel media company specializing in providing relevant, useful information – free of charge –to professionals in the timeshare resort (vacation ownership) industry in both print and digital media. Visit our website at ResortTrades.com.

About The Contact Group

The Contact Group is a teleservices consulting and management group founded and operated by David Costenbader in 2001. David played a pivotal role in the development and growth of the privately held company, Price Interactive,  which became one of the largest automated platforms and teleservice businesses in the industry. Price Interactive was sold to a public company, iBasis, in 2001 for over $119M which led to the inception of The Contact Group.

Over the last fifteen years, TCG has grown into one of the premier teleservices firms in both campaigns & elections, as well as non-profit sectors, by relentlessly assisting them to attain their annual communication goals. Accolades include winning a Guinness World Record in 2012. We place a high value on executing programs while quickly adapting to changing needs and challenges, which is why we have a history of mutually beneficial, trusting, long-term relationships with our clients. Our experience and track record speak volumes.

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 https://www.customercount.com/ or call 317-816-6000.  Follow them at https://www.customercount.com/blog/ on Twitter @CustomerCount or facebook.com/CustomerCount.

About GBG & Associates

In more than three decades of successfully building brand identification, forming a platform for new business development, and creating powerful messaging to position our clients in the best light, the strong bonds with our clients and comprehensive knowledge of their businesses is the backbone of GBG & Associates.

 How The Trades makes money

The Trades Publishing Company is an independent, advertising-supported publisher of vacation ownership-oriented on- and off-line content. Plus, The Trades offers readers a regularly updated directory of suppliers at no cost. Readers: please help us to continue providing you with this free publication by advising advertisers that you “Saw it in The Trades.” Suppliers: please contact us at adrep@thetrades.com or call (931) 484-8819 to request a full media kit. Visit members.resorttrades.com.