The Power of Two…

HICV Owner Support Earns J.D. Power Certification for the Second Consecutive Year

I am incredibly proud and excited to share that Holiday Inn Club Vacations Owner Support team has been recognized by J.D. Power for providing “Outstanding Customer Service Experience” for Phone support, for 2023 – the second consecutive year that we have garnered this prestigious certification.

Our Owner Support team is an industry-leading group of team members that serve an important part of the Holiday Inn Club Vacations family, our owners and Club members. Earning this certification requires an incredible amount of hard work and dedication (you can learn more about the certification here).

J.D. Power has been a trusted, global leader in consumer insights, advisory services and data and analytics for over 50 years. Its certification program uses a series of national benchmarks, established through comprehensive research spanning across several industries, to measure excellence in customer service.

In late 2019, our executive team spent several months building the company’s Growth Roadmap. This framework lays out our company’s purpose, mission, values, goals, and strategies, and is shared with all team members, so everyone is aligned on our path forward. One of the five key growth strategies laid out in this roadmap was Customer Obsession.

So, what does it mean to be customer-obsessed, and how is it different than simply providing good customer service?

Customer obsession goes beyond providing good service; it involves creating a culture where customers are the driving force behind every action and decision. This culture shift requires a passionate team empowered by data and technology to anticipate and exceed customer needs – and then maintain that level of service. It is not something stagnant that an organization can “achieve” and move on from. Consumer preferences are constantly changing, so customer-obsessed organizations must ensure they are continuously evolving to meet those needs.

We formally engaged on the journey to earn the J.D. Power certification in 2021 and the team knew it would be very tough to earn it, but they were not deterred. Instead, they jumped into action to make all appropriate remediations and adjustments. They took a deep dive into our results and spent a great deal of time studying and reviewing the best practices and certification metrics set by J.D. Power. Then, they underwent a lengthy effort to improve (and sometimes introduce new) policies and procedures that align with J.D. Power’s best practices and exceed the certification’s standards.

Receiving this J.D. Power Certification – for the SECOND consecutive year – is a significant accomplishment, reflecting the team's dedication to providing exceptional customer service. The company's commitment to customer obsession, not only speaks to our collective focus on providing exceptional customer service, but on placing customers at the core of our decision-making processes, at every point of the customer journey.?