Helps Us to Provide “Great Customer Service” Says Sr. VP

Cory Phelps, Senior VP of The San Francisco Exchange Company (SFX) says the recent selection of CustomerCount© is influential in providing “Great customer service and helped in helping customers with their travel needs.”

The CustomerCount© program, developed initially by Mobius Vendor Partners for its client RCI, collects and measures customer feedback through branded, customized surveys formulated to measure the quality of the entire customer experience from reservations and sales through to the vacation stay itself. CustomerCount tracks three primary components:  the reservation experience, the contact sales experience and the vacation experience.

SFX has over 100,000 members and operates a worldwide exchange network of the industry’s highest rated resorts, aligning itself with the most strategic and respected brand name resorts in the timeshare industry. Regardless of any resorts exchange company affiliation, individual timeshare Owners own the rights to their time and may request the service of any exchange company willing to accept their weeks for exchange. SFX allows owners to exercise this right to its fullest.

In fact, it is SFX’s affiliation with numerous properties and networks that make the CustomerCount© survey extremely important as a real time monitoring system. Phelps says “the system helps us stay consistent and give our members all the information they need to enjoy their vacations. Several times, it has helped in finding out about things happening at a specific resort, such as closure of amenities due to construction or weather.  In one instance, it also alerted us to new fees that we needed to make our guests aware of. “

SFX Preferred Resorts Mayan Palace

CustomerCount© is fully transparent to members, owners and guests.  The process begins with Email invitations and reminders and continues through to on-line reporting and analysis 24/7. It may be customized for use by shared ownership resort developments, as well as other businesses.

Bill Morris, Managing Partner of Mobius Vendor Partners, says “it took four years for us to develop a core system with sound software. That allows us to customize the product according to the needs of the client.  In the case of SFX, they are primarily based on the vacation and reservation experience.  Other clients focus more on the sales experience. The web based, real time reporting helps management keep flexible, which is more than important in today’s business climate.”

Mobius Vendor Partners is a ten year old business process design and management company specializing in servicing the needs of the timeshare industry.  Mobius principals are active in ARDA through sponsorships and committee memberships.  Robert Kobek RRP is a member of the Board of Trustees of the ARDA International Foundation.
For more information visit www.mobiusvp.com or call 317-816-6000.

Brings Flexibility to Measuring “Net Promoter Score” says GM

Bill Morris, Managing Partner of  Mobius Vendor Partners, (MVP) an Indianapolis-based company that provides business process management and market research services to companies, associations and non-profit organizations, has announced that  CustomerCount,© an On-Line Feedback System has been selected by Breckenridge Grand Vacations as a instrument for monitoring and measuring guest and resort experiences.

Located in Breckenridge, Colorado, Breckenridge Grand Vacations was formed in 2007, serving as the developer, owner and operator of three Breckenridge Resorts; Gold Point Condominiums, Grand Timber Lodge, and its newest resort, the Grand Lodge on Peak 7. Breckenridge Grand Vacations has also been recognized as one of the most successful independent developers in the industry.

Kit Armour, General Manager at Breckenridge Grand Vacations says “CustomerCount® was selected to use for immediate customer feedback to provide summary data to help establish our ‘net promoter score.’ “
The Net Promoter® score allows you to categorize customers into three groups based on their willingness to recommend your company or product to a friend or colleague:

•    Promoters (score 9–10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
•    Passives (score 7–8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
•    Detractors (score 0–6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Kit Armour says “Mobius Vendor Partners (developers of CustomerCount®) developed the on-line feedback system with a thorough knowledge of timesharing and its various components.  For instance, our Director of Guest Relations uses the real-time response of CustomerCount® to address any guest concerns immediately.  We also can follow up post timeshare tour to zone in on positive and negatives that allow us to make our sales experience better for our guests.  The bottom line is that MVP has been around our industry for more than a decade and its inherent understanding of the timeshare model gives developers like us the ability to be flexible in using this tool. “

The CustomerCount® program, developed initially by MVP for its client RCI, collects and measures customer feedback through branded, customized surveys formulated to measure the quality of the entire customer experience from reservations and sales through to the vacation stay itself. CustomerCount tracks three primary components:  the reservation experience, the sales experience and the vacation experience.

CustomerCount® is fully transparent to members, owners and guests.  The process begins with Email invitations and reminders and continues through to on-line reporting and analysis 24/7. It may be customized for use by shared ownership resort developments, as well as other businesses.

Morris says “the timely consistency of the process allows management to identify problem trends and needs; pinpoint challenges most significant to prospects, customers and/or guests; target improvement efforts and increase customer satisfaction levels by creating benchmarks and monitoring improvement.”

Mobius Vendor Partners is a ten year old business process design and management company specializing in servicing the needs of the timeshare industry.  Mobius principals are active in ARDA through sponsorships and committee memberships.  Robert Kobek RRP is a member of the Board of Trustees of the ARDA International Foundation.
For more information visit www.mobiusvp.com or call 317-816-6000.

Becomes Manager of Information Systems Operations Management

Mobius Vendor Partners (MVP) an Indianapolis-based company that provides business process management and market research services to companies, associations and non-profit organizations has named Matthew R. Morris to the newly created position of Information Systems Operations Management.

His duties include managing CustomerCount® survey deployment for MVP’s clients, IT infrastructure and overseeing website development.

Matthew holds a Bachelor of Science in Information Systems from Ball State University.   He also holds a specialized Recording Arts Degree from Full Sail University in Winter Park, Florida.  Prior to joining the MVP-Customer Count  team Matthew worked in the  entertainment industry for nine  years as a recording engineer and later as a live sound and lighting technician.

“We became familiar with Matt Morris’ talent and expertise through our association with the Ball State Miller College Business Information Systems Advisory Board,” said Bob Kobek, RRP, President of Mobius VP, LLC. D/B/A Mobius Vendor Partners.  “He is particularly focused on the technology of Customer Count®, MVP’s ©, ground breaking on-line feedback system for monitoring and measuring the sales, guest and resort experiences.”

Matt Morris, who is also CompTia  A+ N+ Certified, makes his home in Indianapolis.  An avid golfer, Matt also enjoys shooting pool.  While in the entertainment industry Matthew was able to earn a screen credit for a major motion (Bats by Destination Films) picture release and several album credits.  These days he has an extensive collection of DVDs.
Mobius Vendor Partners is a ten year old business process design and management company specializing in servicing the needs of the timeshare industry.  Mobius principals are active in ARDA through sponsorships and committee memberships.  Robert Kobek RRP is a member of the Board of Trustees of the ARDA International Foundation.
For more information visit www.mobiusvp.com or call 317-816-6000.