Developments - February 2020 - 27

the strategy. And that really is true for
many industries.
"We're not doing anything to disrupt
the timeshare model per se, but what we're
doing is giving tools to the industry so they
can hopefully avoid being
disrupted. That's how I'm
seeing it."
And it's never been more
important than now, with exit
companies seemingly coming
out of the woodwork everywhere in mass media. Late
last year on a recent trip to
Orlando, Florida, where several of Nordis Technologies'
top timeshare clients are
based, Ten Broek was pleased
to see his message starting to
be implemented.
"We met with three big
developers that all sort of said
the same thing," Ten Broek noted. "Their
executive teams had recently gotten together
and put up on the wall all the different
touchpoints with their customers. Be it the
sales experience or what they're sending
them from an owner services standpoint for
billing-all the way through to end-of-life for
people who no longer want to be part of the
timeshare program.
"It was encouraging because we haven't
seen a lot of that in this vertical," he continued. "We do see it in some of the other
verticals we operate in. So, I was encouraged
and thought, 'Wow the industry is starting

"

to wake up on this issue.' And really trying
to optimize that experience both in terms of
not just the guest experience, which I think
they've always done a pretty good job at, but
the overall journey."

Vacations Co. "The fact these companies are
starting to pay attention to that and coming
up with strategies, I thought was very, very
encouraging. And again, I heard it over and
over again that one week."
One example of how
a CCM system can work
in a more cohesive, consumer-minded fashion
is immediately following
up with a newly acquired
timeshare customer with
communication from the
member services department
about assisting the new
owners in booking their first
vacation, rather than just
focusing on the next sale
and hoping the previous
one sticks.
"It's sort of like the best
defense is good offense," Ten
Broek said. Another important touchpoint
Ten Broek is helping address with Nordis
Technologies is providing more choice and
convenience for payments. For instance,
Nordis Technologies is in the early days of
developing a digital wallet that can play a
part in the overall CCM system.
"We're living in an age of Amazon
and Apple, where customers expect to
be able to manage their communication
preferences pretty easily, and a lot of
that surrounds digital," TenBroek said.
"Meaning email or text or even digital
wallets, which we started to play in a little

WE'RE LIVING IN AN AGE OF AMAZON AND

"

APPLE, WHERE CUSTOMERS EXPECT TO BE
ABLE TO MANAGE THEIR COMMUNICATION
PREFERENCES PRETTY EASILY, AND

A LOT OF THAT SURROUNDS DIGITAL.

Ten Broek said the key to all of these
touchpoints is "creating less friction" for the
customer, from the initial sales experience
to the ongoing marketing and vacation fulfillment process to something as innocuous
as billing and payment platforms.
"Timeshare's always done a pretty
good job of creating an optimal vacation
experience, but now it's the other things that
make up ownership," said Ten Broek, whose
father, Allen G. Ten Broek, was one of the
original timeshare developer disrupters
in the early 1970s, eventually forming
a company that became Hilton Grand

February 2020 Developments

- 27



Developments - February 2020

Table of Contents for the Digital Edition of Developments - February 2020

UP FRONT: New Decade, New Improvements
FIRST WORD: ARDA's Priorities for 2020
AROUND ARDA: Meet Elizabeth Baker, ARDA's Newest Staff Member
FACES FROM THE FRONTLINES: ARDA Fall Conference Wrap-Up
MEETINGS: WIN's Pinktober Event Raises Nearly $15,000 for Breast Cancer Research
TRUSTEE SPOTLIGHT: Sam Pontius, Timeshares Only and Fidelity Real Estate
VIP SPOTLIGHT: Mike Samet (Trustee) and Chris Clark (Chairman's League), Digital-Ignite
KEEPING PACE WITH DISRUPTION
PARTNER SHOWCASE: Capital Vacations: Filling an Industry Void with Sales Solutions and Resort Management
CREATING UNIQUE WORK-LIFE BALANCE BENEFITS TO ATTRACT AND RETAIN EMPLOYEES
BRANDS MATTER – AND MUST EVOLVE TO SURVIVE
‘CAPITAL LIGHT,’ AN INCREASINGLY COMMON PHRASE IN TIMESHARE – BUT WHAT EXACTLY IS IT?
ACCEPTING CRYPTOCURRENCY PAYMENTS: PROS AND CONS FOR BUSINESSES TODAY
HONORING THE SELF-OPINION OF OTHERS
AROUND THE INDUSTRY
MEMBER UPDATES: ARDA's Trustee and Chairman's League Members and New Corporate Members
LAST WORD: We are ARDA Strong
Developments - February 2020 - Cover1
Developments - February 2020 - Inside
Developments - February 2020 - 1
Developments - February 2020 - 2
Developments - February 2020 - 3
Developments - February 2020 - 4
Developments - February 2020 - 5
Developments - February 2020 - UP FRONT: New Decade, New Improvements
Developments - February 2020 - 7
Developments - February 2020 - FIRST WORD: ARDA's Priorities for 2020
Developments - February 2020 - 9
Developments - February 2020 - AROUND ARDA: Meet Elizabeth Baker, ARDA's Newest Staff Member
Developments - February 2020 - 11
Developments - February 2020 - FACES FROM THE FRONTLINES: ARDA Fall Conference Wrap-Up
Developments - February 2020 - 13
Developments - February 2020 - 14
Developments - February 2020 - 15
Developments - February 2020 - MEETINGS: WIN's Pinktober Event Raises Nearly $15,000 for Breast Cancer Research
Developments - February 2020 - 17
Developments - February 2020 - 18
Developments - February 2020 - 19
Developments - February 2020 - TRUSTEE SPOTLIGHT: Sam Pontius, Timeshares Only and Fidelity Real Estate
Developments - February 2020 - 21
Developments - February 2020 - VIP SPOTLIGHT: Mike Samet (Trustee) and Chris Clark (Chairman's League), Digital-Ignite
Developments - February 2020 - 23
Developments - February 2020 - KEEPING PACE WITH DISRUPTION
Developments - February 2020 - 25
Developments - February 2020 - 26
Developments - February 2020 - 27
Developments - February 2020 - 28
Developments - February 2020 - 29
Developments - February 2020 - PARTNER SHOWCASE: Capital Vacations: Filling an Industry Void with Sales Solutions and Resort Management
Developments - February 2020 - 31
Developments - February 2020 - 32
Developments - February 2020 - 33
Developments - February 2020 - CREATING UNIQUE WORK-LIFE BALANCE BENEFITS TO ATTRACT AND RETAIN EMPLOYEES
Developments - February 2020 - 35
Developments - February 2020 - BRANDS MATTER – AND MUST EVOLVE TO SURVIVE
Developments - February 2020 - 37
Developments - February 2020 - ‘CAPITAL LIGHT,’ AN INCREASINGLY COMMON PHRASE IN TIMESHARE – BUT WHAT EXACTLY IS IT?
Developments - February 2020 - 39
Developments - February 2020 - ACCEPTING CRYPTOCURRENCY PAYMENTS: PROS AND CONS FOR BUSINESSES TODAY
Developments - February 2020 - 41
Developments - February 2020 - HONORING THE SELF-OPINION OF OTHERS
Developments - February 2020 - 43
Developments - February 2020 - AROUND THE INDUSTRY
Developments - February 2020 - 45
Developments - February 2020 - 46
Developments - February 2020 - 47
Developments - February 2020 - 48
Developments - February 2020 - 49
Developments - February 2020 - 50
Developments - February 2020 - 51
Developments - February 2020 - 52
Developments - February 2020 - 53
Developments - February 2020 - 54
Developments - February 2020 - 55
Developments - February 2020 - 56
Developments - February 2020 - 57
Developments - February 2020 - 58
Developments - February 2020 - 59
Developments - February 2020 - MEMBER UPDATES: ARDA's Trustee and Chairman's League Members and New Corporate Members
Developments - February 2020 - 61
Developments - February 2020 - 62
Developments - February 2020 - 63
Developments - February 2020 - LAST WORD: We are ARDA Strong
Developments - February 2020 - Cover3
Developments - February 2020 - Cover4
https://www.nxtbook.com/ygsreprints/ARDA/developments-winter-2021
https://www.nxtbook.com/ygsreprints/ARDA/1120_ARDA_Nxtbook
https://www.nxtbook.com/ygsreprints/ARDA/SUM20_ARDA_Nxtbook
https://www.nxtbook.com/ygsreprints/ARDA/arda_trusteedirectory_2020
https://www.nxtbook.com/ygsreprints/ARDA/0520_ARDA_Nxtbook
https://www.nxtbook.com/ygsreprints/ARDA/0420_ARDA_Nxtbook
https://www.nxtbook.com/ygsreprints/ARDA/0220_ARDA_Nxtbook
https://www.nxtbook.com/ygsreprints/ARDA/G112065_arda_novdec2019
https://www.nxtbook.com/ygsreprints/ARDA/G398743_arda_oct2019
https://www.nxtbook.com/ygsreprints/ARDA/G110069_arda_sept2019
https://www.nxtbook.com/ygsreprints/ARDA/0919_arda_50thSup
https://www.nxtbook.com/ygsreprints/ARDA/G109015_arda_aug2019
https://www.nxtbook.com/ygsreprints/ARDA/G108120_arda_jul2019
https://www.nxtbook.com/ygsreprints/ARDA/G107369_arda_jun2019
https://www.nxtbook.com/ygsreprints/ARDA/arda_trusteedirectory_2019
https://www.nxtbook.com/ygsreprints/ARDA/G105240_arda_apr2019
https://www.nxtbook.com/ygsreprints/ARDA/G104323_arda_mar2019
https://www.nxtbook.com/ygsreprints/ARDA/G103171_arda_feb2019
https://www.nxtbook.com/ygsreprints/ARDA/G102857_arda_jan2019
https://www.nxtbook.com/ygsreprints/ARDA/G100505_arda_novdec2018
https://www.nxtbook.com/ygsreprints/ARDA/G993377_arda_oct18
https://www.nxtbook.com/ygsreprints/ARDA/G98243_arda_sept2018
https://www.nxtbook.com/ygsreprints/ARDA/G97455_arda_aug2018
https://www.nxtbook.com/ygsreprints/ARDA/G96594_arda_july2018
https://www.nxtbook.com/ygsreprints/ARDA/G93341_arda_may2018
https://www.nxtbook.com/ygsreprints/ARDA/G92771_arda_apr2018
https://www.nxtbook.com/ygsreprints/ARDA/G91395_arda_mar2018
https://www.nxtbook.com/ygsreprints/ARDA/G90172_arda_feb2018
https://www.nxtbook.com/ygsreprints/ARDA/G88761_arda_jan2018
https://www.nxtbook.com/ygsreprints/ARDA/G85176_arda_novdec2017
https://www.nxtbook.com/ygsreprints/ARDA/G83609_arda_october2017
https://www.nxtbook.com/ygsreprints/ARDA/G81545_arda_september2017
https://www.nxtbook.com/ygsreprints/ARDA/G80017_arda_august2017
https://www.nxtbook.com/ygsreprints/ARDA/G79156_arda_july2017
https://www.nxtbook.com/ygsreprints/ARDA/G77028_arda_june2017
https://www.nxtbook.com/ygsreprints/ARDA/G74802_arda_aprmay2017
https://www.nxtbook.com/ygsreprints/ARDA/G73958_arda_mar2017
https://www.nxtbook.com/ygsreprints/ARDA/minidigest2017_interval
https://www.nxtbook.com/ygsreprints/ARDA/minidigest2017_rci
https://www.nxtbook.com/ygsreprints/ARDA/G72702_arda_feb2017
https://www.nxtbook.com/ygsreprints/ARDA/G70973_arda_jan2017
https://www.nxtbook.com/ygsreprints/ARDA/arda_NovDec2016
https://www.nxtbook.com/ygsreprints/ARDA/G66901_October2016
https://www.nxtbook.com/ygsreprints/ARDA/G66137_September2016
https://www.nxtbook.com/ygsreprints/ARDA/g64853_august2016
https://www.nxtbook.com/ygsreprints/ARDA/g63556_arda_july16
https://www.nxtbook.com/ygsreprints/ARDA/arda_may16
https://www.nxtbook.com/ygsreprints/ARDA/arda_april16
https://www.nxtbook.com/ygsreprints/ARDA/arda_march16
https://www.nxtbook.com/ygsreprints/ARDA/minidigest2016_interval
https://www.nxtbook.com/ygsreprints/ARDA/minidigest2016_rci
https://www.nxtbook.com/ygsreprints/ARDA/arda_feb16
https://www.nxtbook.com/ygsreprints/ARDA/g56444_arda_0116
https://www.nxtbook.com/ygsreprints/ARDA/g55471_arda_1115
https://www.nxtbook.com/ygsreprints/ARDA/g54352_arda_1015
https://www.nxtbook.com/ygsreprints/ARDA/g53078_arda_0915
https://www.nxtbook.com/ygsreprints/ARDA/g52346_arda_aug15
https://www.nxtbook.com/ygsreprints/ARDA/g51820_arda_july2015
https://www.nxtbook.com/ygsreprints/ARDA/g50568_arda_june2015
https://www.nxtbook.com/ygsreprints/ARDA/g48582_arda_aprmay2015
https://www.nxtbook.com/ygsreprints/ARDA/g48198_arda_mar2015
https://www.nxtbook.com/ygsreprints/ARDA/ARDA/arda_minidigest15
https://www.nxtbook.com/ygsreprints/ARDA/ARDA/arda_minidigest15_rci
https://www.nxtbook.com/ygsreprints/ARDA/arda_minidigest15_interval
https://www.nxtbook.com/ygsreprints/ARDA/g47739_arda_feb2015
https://www.nxtbook.com/ygsreprints/ARDA/g47155_arda_jan2015
https://www.nxtbook.com/ygsreprints/ARDA/g45549_arda_nov14
https://www.nxtbook.com/ygsreprints/ARDA/g44747_arda_oct2014
https://www.nxtbook.com/ygsreprints/ARDA/g44047_arda_sept2014
https://www.nxtbook.com/ygsreprints/ARDA/g43314arda_aug2014
https://www.nxtbook.com/ygsreprints/ARDA/g42697_arda_july2014
https://www.nxtbook.com/ygsreprints/ARDA/g42010_arda_jun2014
https://www.nxtbook.com/ygsreprints/ARDA/g40308_arda_aprmay2014
https://www.nxtbook.com/ygsreprints/ARDA/g39858_arda_mar2014
https://www.nxtbook.com/ygsreprints/ARDA/arda_minidigest_interval14
https://www.nxtbook.com/ygsreprints/ARDA/arda_minidigest_rci14
https://www.nxtbook.com/ygsreprints/ARDA/g39339_arda_feb2014
https://www.nxtbook.com/ygsreprints/ARDA/g38847_arda_jan2014
https://www.nxtbook.com/ygsreprints/ARDA/g37182_arda_novdec2013
https://www.nxtbook.com/ygsreprints/ARDA/g36850_arda_oct2013
https://www.nxtbook.com/ygsreprints/ARDA/g36032_arda_sep2013
https://www.nxtbook.com/ygsreprints/ARDA/g35644_arda_aug2013
https://www.nxtbook.com/ygsreprints/ARDA/g34942_arda_jul2013
https://www.nxtbook.com/ygsreprints/ARDA/g34203_arda_jun2013
https://www.nxtbook.com/ygsreprints/ARDA/g32965_arda_developments-aprmay2013
https://www.nxtbook.com/ygsreprints/ARDA/g32413_arda_mar2013
https://www.nxtbook.com/ygsreprints/ygs/arda_minidigest
https://www.nxtbook.com/ygsreprints/ygs/arda_minidigest_rci
https://www.nxtbook.com/ygsreprints/ygs/arda_minidigest_interval
https://www.nxtbook.com/ygsreprints/ygs/g31739_arda_feb13
https://www.nxtbook.com/ygsreprints/ygs/g31264_arda_developments_jan2013
https://www.nxtbook.com/ygsreprints/ygs/g29933_arda_developments_novdec2012
https://www.nxtbook.com/ygsreprints/ygs/g29207_arda_developments-oct2012
https://www.nxtbook.com/ygsreprints/ygs/g28427_arda_developments_sept2012
https://www.nxtbook.com/ygsreprints/ygs/g27671_arda_developments_aug2012
https://www.nxtbook.com/ygsreprints/ygs/7091_arda_developmentsjuly2012
https://www.nxtbook.com/ygsreprints/ygs/g26491_arda_june12
https://www.nxtbook.com/ygsreprints/ygs/g24897_arda_dev_aprilmay12
https://www.nxtbook.com/ygsreprints/ygs/g24629arda_dev_march2012
https://www.nxtbook.com/ygsreprints/ygs/g24005arda_dev_feb12
https://www.nxtbook.com/ygsreprints/ygs/g23471_dev_jan12
https://www.nxtbook.com/ygsreprints/ygs/g22146_arda_novdec11
https://www.nxtbook.com/ygsreprints/ygs/g21696ardaoct11
https://www.nxtbook.com/ygsreprints/ygs/arda_sept11_nxtbk
https://www.nxtbook.com/ygsreprints/ygs/g20778_arda_august2011
https://www.nxtbook.com/ygsreprints/ygs/g20046arda_nxtbook
https://www.nxtbook.com/ygsreprints/ygs/g20045arda_nxtbk
https://www.nxtbook.com/ygsreprints/ygs/G18220_ARDA_aprmay11
https://www.nxtbook.com/ygsreprints/ygs/g18768_arda_march2011
https://www.nxtbook.com/ygsreprints/ygs/g18289arda_feb11
https://www.nxtbook.com/ygsreprints/ygs/g17975_arda_jan11
https://www.nxtbook.com/ygsreprints/ygs/g16746arda_novdec10
https://www.nxtbook.com/ygsreprints/ygs/ARDA/arda_flashadcompilation
https://www.nxtbook.com/ygsreprints/ygs/p16572_arda_2011mediakit
https://www.nxtbook.com/ygsreprints/ygs/g16282arda_oct10
https://www.nxtbook.com/ygsreprints/ygs/g15671_arda_sep10
https://www.nxtbook.com/ygsreprints/ygs/g15375_arda_aug2010a
https://www.nxtbook.com/ygsreprints/ygs/g14892_ardajuly10_final
https://www.nxtbook.com/ygsreprints/ygs/g14484_arda_june
https://www.nxtbook.com/ygsreprints/ygs/g13575_arda_may10_cvt
https://www.nxtbook.com/ygsreprints/ygs/p14395_ARDA_MemberKit
https://www.nxtbook.com/ygsreprints/ygs/g13153_ARDA_marchaprl10
https://www.nxtbook.com/ygsreprints/ygs//g12797_arda_feb10
https://www.nxtbook.com/ygsreprints/ygs/g12360_jan10nxtbook
https://www.nxtbook.com/ygsreprints/ygs/G11457ARDA2
https://www.nxtbook.com/ygsreprints/ygs/G10696_arda_oct
https://www.nxtbook.com/ygsreprints/ygs/2010sponbroc_nxtbook1
https://www.nxtbook.com/ygsreprints/ygs/developements_sept09
https://www.nxtbook.com/ygsreprints/ygs/Developments2010_MK1
https://www.nxtbookmedia.com