Fairfield Resorts Becomes Second Timeshare Company to Choose Medallia for Guest Satisfaction Program
MENLO PARK–March 23, 2005—Less than two months after it began serving the timeshare vacation industry, Medallia announced it would run the resort satisfaction program of Fairfield Resorts, which, with more than 500,000 members, is the largest operator of vacation resorts in the world.
The growing demand for customer feedback programs in vacation ownership is driven by increasing competition and the high cost of new sales: “Though they continue to seek growth in sales to new customers, timeshare resorts are increasing their focus on customer satisfaction. They are generating new business by up-selling to — and getting word-of-mouth referrals from — existing customers,” said Medallia vice president Steve Earwaker.
Fairfield, a subsidiary of hospitality conglomerate Cendant Corporation, chose Medallia based on the recommendation of its parent. “Cendant was a long-time client and very pleased with what we had provided,” explained Earwaker. He added, “Fairfield’s selection of Medallia is a great example of our ability both to transition our business into new industries and to generate referral business based on exceeding our clients’ expectations.”