Medallia To Serve Vacation Ownership Industry, Signs Deal with Hilton Grand Vacations Club
MENLO PARK, CA—January 11, 2005—Medallia today announced it will run the customer satisfaction tracking program for Hilton Grand Vacations Club (HGVC), one of the most popular and successful operators in the vacation resort industry.
For Medallia, a leader in web-based customer feedback solutions for hotels, the announcement marked its entry into the vacation ownership (or timeshare) industry. Timeshare and hotel businesses differ with regard to customer satisfaction and how to measure it. “Timeshare customers are not simply guests but also owners of the properties. They both demand greater value from facility operators and develop deeper relationships with them than hotel customers do,” explained Medallia Vice President Steve Earwaker.
HGVC approached Medallia at the suggestion of its parent company, Hilton Hotels Corporation. “Because we had a strong relationship with the parent company,” said Earwaker, “and because Hilton was extremely pleased with the service that we provided, we got the chance to prove ourselves in this exciting new industry.“