- What’s a Customer Journey?
- The Journey from Prospect to Owner
- Mapping and Fixing the Journey
Executive Summary:
Strengthening owner engagement and loyalty to drive higher revenues and satisfaction requires a bold new approach to understanding and improving the full range of interactions between customer and vacation ownership company. Mapping the journey, from the owner’s perspective, will spotlight pain points to be removed and touchpoints that could be better. It also will pinpoint necessary organizational changes, such as breaking down department silos and organizing critical communications on a single technology platform. This white paper outlines the business case for journey mapping, steps to focus on, and tips for getting started on the path to delivering a better owner experience.
