Improving Customer Experience is the Focus of Upcoming Marketing Conferences


FORT LAUDERDALE, Fla. (October 10, 2012) — How can you transform your company to deliver an exceptional customer experience on a daily basis? Nearly 10,000 executives and marketing professionals from over 50 countries will travel to Las Vegas on Oct. 13-18 to find out at DMA2012. The six-day conference hosted by the Direct Marketing Association (DMA) at the Mandalay Bay will explore the evolution of customers and their expectations, how they interact with a brand and how companies can use integrated marketing strategies to successfully reach and engage with them. One company that will share their expertise in this field is Cross Country Home Services (CCHS), one of the country's leading providers of home warranty products and maintenance plans. CCHS is dedicated to ensuring the highest level of service to help make home management easy for its customers.

"Over the last five years, we made it our mission to evaluate how our customers perceived their experience, and we used these Voice of Customer insights to transform how every one of our more than 650 employees does their job on a daily basis," said Sandra Finn, president of CCHS. "We added more touch points during purchase and service delivery transactions, increased our online services and improved our processing time.  Improving these and other essential elements of our marketing and customer care led to increased customer satisfaction as measured by our Net Promoter Score. The dramatic growth in customer loyalty and operating efficiency went straight to our bottom line."

CCHS's customer care staff is available 24 hours, 365 days a year and homeowner claims are efficiently resolved through a national network of over 40,000 service providers, the largest in the industry. In a recent survey, 95 percent of customers said they would recommend CCHS's products and services to family and friends. The company was the 2012 recipient of the prestigious Bronze Stevie® Award in the "Customer Service Department of the Year" category and Silver Stevie® Award in the "IT Department of the Year" category by the American Business Awards (ABA).

Finn will be a featured presenter on Oct. 16 along with Ernan Roman, relationship marketing thought leader and recent DMA Hall of Fame inductee.

"Clients such as IBM, MassMutual and Symantec have learned that by carefully and humbly listening to the Voice of Customer, they will generate consistent double-digit increases in response and sales," said Roman, president of Ernan Roman Direct Marketing. "CCHS has made an impressive commitment to achieving deeper customer engagement…and has reaped the rewards in terms of increased revenue and customer satisfaction."

Roman will also be presenting at a pre-conference workshop on Oct. 14 with Doug Stein, president of HMS National, an affiliate of CCHS focused on meeting the needs of Realtors®, home sellers and buyers. Their topic will be the expert use of multichannel marketing and its impact on improving the  customer experience. The DMA will honor HMS at the conference with an ECHO Award for its highly effective renewal program. This international award honors the world's best response marketing campaigns.

October is a busy month for marketing conferences. A short flight away, in San Diego, Calif., SOCAP International 2012 brings together over 500 professionals representing over 150 brands on Oct. 14-17 for a conference themed "Connecting with Your Customers through Collaborative Relationships." Esther Lopez, senior director of customer experience at CCHS will be a featured presenter on the topic of increasing client satisfaction through Net Promoter Scores (NPS), an industry standard of measuring customer experience, which has helped the company double its revenues over a five year period.

"Our focus on the customer goes beyond a project initiative or program; it is part of our culture, and drives the way we do business," said Lopez. "NPS is an integral part of our organization's Key Performance Indicators, and it significantly impacts company-wide bonuses from leadership to customer associates. One of CCHS's core values is to "Celebrate Success," and we do!"

About Cross Country Home Services

Cross Country Home Services, Inc. (CCHS) is dedicated to making home management easy by offering a full selection of hassle-free, cost-effective home solutions, including warranty products and maintenance plans.  Since 1978, the company has built a reputation for excellence and today is one of the nation's leading providers of these products and services.  Consumers can buy home warranties and home maintenance plans directly from CCHS or through select affinity partners in mortgage, banking, insurance, real estate and utilities industries. Products include some of the industry's best known brands, including TotalProtect Home Warranty, Home Protect Warranty and HMS Home Warranty. The company's customer care staff is available 24 hours a day, 365 days a year and is dedicated to ensuring the highest level of service. Homeowner needs are quickly resolved through a national network of over 40,000 service providers, the largest in the industry. Headquartered in Ft. Lauderdale, Fla., CCHS is a member of the Cross Country Group. To learn more about CCHS, please visit

Cross Country Home Services