At the 2012 GNEX Conference in Cancun, Mexico, Dial An Exchange (DAE) was voted Number One for customer service by its peers for the second year in a row during the Perspective Magazine Awards ceremony. It was a welcome acknowledgement of the level of success DAE continues to achieve.
DAE North America has had a remarkable six years, in 2011 achieving even higher levels of growth than the preceding five. This is no small feat in an environment that is extremely challenging; with regards to both the economic situation and the level of competition with which the company has to deal. Even more remarkable, this growth was achieved while maintaining an extremely high customer satisfaction rating with the Better Business Bureau: one of A+.
This customer service rating includes those new members who come to DAE in bulk as a result of new industry partnerships. Take RedWeek.com as an example. Over 100,000 redweek.com members had to be pulled into the DAE database – a transition made more complex by the need to move them from an existing exchange points program to a simple week-for-week credit model.
This involved a new set of business rules, terms and conditions, a complete rebranding of the exchange platform and the fully functional setup of all website interfaces to DAE from the RedWeek website in a way that caused as little disruption to the respective businesses as possible.
It is a credit to DAE’S USA team that the transition was seamless. Those who know DAE would have no doubt that this occurred as a direct result of the all-pervasive team spirit that thrives within the workplace. The ethos of treating people with respect flows right from the top and, as a result of being treated with respect themselves, everyone buys in.
The resultant synergy is enhanced by a philosophy of empowering all team members to do the right thing. Team members come to work knowing that they are empowered to do their best to satisfy their customers. They go home feeling good about their contribution to the steady growth in DAE’s membership base. And the ripple effect continues from there.
Customers write in saying how happy they are with the service they received. They recommend DAE to their fellow timeshare owners. And the company continues to grow, year on year.
Pictured: Fermin Cruz, the VP North American Business for DAE