The EuRApean Winter 2023

In this issue: • Autumn Conference Season Round Up • Vilamoura 2024 Updates • Legal Update • Organisational Culture Clash • Coalition for Greener Mobility Update

Winter 2023 www.eura-relocation.com

New MIM+ Modules

Just released…

Cost: €250 per module but just €50 for EuRA Members For full instructions on how to access the Academy;

Click here

Monday 29 April - Symposia Tuesday 30 April - Plenary and Welcome Reception Wednesday 1 May - Plenary and Gala Dinner Thursday 2 May - Plenary and Final Night Party

The EuRApean Contact Us: Meadowside Wattis eld IP22 1NH +44 1379 640883 www.eura-relocation.com Contributions on all aspects of mobility are welcomed for publication in the EuRApean. If you are a member of EuRA and would like to contribute news about your company please get in touch. Please contact Dominic Tidey, Managing Editor dominic@eura-relocation.com or Maria Manly, Editorial Consultant maria@eurarelocation.com Disclaimer: Opinions expressed in the EuRApean are not necessarily those of the publisher unless otherwise stated.

Contents 23 New Members

5 Letter from the President

28 Members Advertorial

6 MIM Update

31 Holidays by the Numbers

7 Feature; Orgnisational Culture Clash!

11 EGQS 12 Coalition Update 14 EuRA’s Socials 16 Vilamoura Update 17 Conference Season 18 Legal Update

Published by: EuRA Diss IP22 1NH UK

Notes from the Editor December 2023 As we approach the end of 2023, we can all agree that the only constant this year has been change.

EuRA celebrated its 25th anniversary year and it was fantastic to get the feedback from members on the Dublin conference. As a result, as you know, we have made some significant changes to the event and have looked at our future venues to ensure that members get the networking spaces that they really want and need.

It was incredible to see the Vilamoura 2024 Conference completely sell out in just four weeks. One of the results of this is the event is now a members-only conference as we never got to the date when non-members would be able to register. We saw an uptick of new

members joining EuRA in order to guarantee their places for next May. We also limited to just four delegates per member company.

This has also led to an increase in memberships as quite a few members who had additional offices listed (which do not qualify for any further delegates) decided to take further memberships upgrading their additional offices to full member sites.

This combined with places that are attached to sponsorships, is why, when the App goes live at the start of the year, you will see some members sending more than four people.

Our team and the Executive Group have spent a great deal of time working out EuRA’s Succession Plan and we’re very happy with the way the continuity of the association will look as the Executive Team changes over the coming decade.

Both Tad our CEO and Alistair Murray EuRA President outline the plans in their articles in this edition.

One major change that will take place in 2024 will be to the EuRA Global Quality

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Save the Dates!

4 Letter from the CEO

EuRA International Relocation Congress 2024 Vilamoura 2024 Monday 29th April to Thursday 2nd May EuRA USA Reception Thursday 24th October National Harbour, Washington DC EuRA International Relocation Congress 2025 Monday 5th May to Thursday 8th May

Seal+. Our goal is to simplify the administration and thereby reduce the costs of the process to members. Thanks to everyone who filled out our survey.

We wanted to find out what members felt were barriers to undertaking the seal and as a result we will be looking at ways to enhance our training and support for members undertaking certification both for the first time and in future years. We are looking at developing a mentoring programme which alongside our training programmes, will help members to build their Quality Manual prior to audit.

I’d like to join Tad in thanking our amazing team for their hard work all year. Briony and Maree who run a seamless operation, Maria who produces this magazine. Our Executive Group for all their contributions and our fantastic Strategic Consultants who do so much for EuRA above and beyond what their roles really entail. Thank you all for getting EuRA to the 25 year mark and beyond!

Dom Tidey

Managing Editor

Letter from the CEO we have put in place a robust plan to ensure continuity of leadership and of EuRA itself when I step down in five years time.

Dom will take over and we will then have a further five years to restructure our leadership team with Briony taking a more senior role while we look at recruiting for the future. With the advice of our partners and the support of the Executive Group, we are very confident that EuRA will continue to grow and be the leading voice of mobility suppliers across Europe and the world.

Tad Zurlinden It’s been the Autumn Conference roadshow of late!

The team and I attended three industry conferences in North America and it was great to catch up with EuRA Members from across the world and with our industry and association colleagues. Part of the aim was to strengthen the ties between the partners in the Coalition for Greener Mobility and each of the associations including EuRA hosted sessions on the work of the group and what will happen in the coming year. There’s a full report in this edition.

For me one of the many great advantages of the Coalition is learning how other associations in the mobility space operate and how we can work together to better represent our diverse memberships. We are talking together on many topics not just sustainability and I hope that we can continue what has been a terrific collaboration in other areas including events, training and better member representation.

My colleagues in the coalition work so well together and for the first time there is a will to work towards increasing our value proposition to our members.

Dom and I have had some very important discussions with our partners on how they have dealt with leadership changes and as a result at our recent board meeting

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To that end we brought in a Design Thinking Consultant, Krysta Fox of Changeosity to help with the top down review and she brought a new energy to how EuRA will move forward. We met again in December for the full results of the day we spent together with the Executive Group developing the Balance Scorecard which will guide our progress and development over the next decade. Thanks to everyone who filled out the survey, the results of which guided the project. We were really encouraged by the results. Your commitment and enthusiasm for EuRA was very evident and the overwhelming message was continuing to develop programmes to benefit the membership but keep the soul of EuRA intact. In my 25 years with this amazing membership group, it is has been my goal to make EuRA as inclusive as possible and to that end create a set of values that will carry forward. The sense of family in the EuRA membership is still very evident whenever we all meet and that cannot be underestimated.

It’s a very good reason for keeping the Conference limited to 700 delegates. As you know it could

be a huge income generator for EuRA to just let the numbers run wild, but that would change EuRA’s soul.

The planning for our Vilamoura 2024 event is well underway and we have a fantastic programme.

We were stunned that the event sold out in just 30 days. We do have a wait list but it is already long and the hotel also sold out before the end of October. Huge thanks to Briony for dealing with the rush of reservations and a new booking system! The App will go live at the end of January and we will publish the final programme in December.

Our Production Designer Michael Vermaak (Mini) and SC for Content Peggy Love have been working hard to put together a great event both in terms of content and fun!

The brilliant Mobility Light Orchestra will be the highlight of our final night party this year for the first time taking place on Thursday. Please don’t forget we have changed the days so before you book your flights, remember we start Monday afternoon with our three symposia and end on Thursday night with our party. Our gala Dinner is on Wednesday and our Welcome Reception is on Tuesday.

At our next meeting in February in Portugal, we will review our training with our Education SC Carmelina Lawton Smith and put in place a direction for the development of new modules in the Academy over the coming years.

As the end of the year approaches, above all else I wish us all a more peaceful 2024.

Letter from our President and Vice President Alistair Murray - COO Packimpex Isabel Cudell - Moving-ON Professional Mobility In preparation for the meeting, the EuRA team and the Executive Group were asked to complete a SWOT analysis of the association, with the results being collated and shared ahead of time.

Hello again to all fellow EuRA members, I hope you’re all doing well and can look back on a successful 2023.

We certainly live in very unpredictable times in our industry at the moment with the continuation of challenging housing market conditions in many major cities, increased scrutiny on costs and fees and the challenges we all face to ensure we operate diverse, sustainable and innovative companies.

EuRA is as committed as ever to provide a platform to help every member adapt and evolve and stay relevant in such a volatile and uncertain time.

During our most recent board meeting, the Executive Group and two of our Strategic Consultants, met in person for three extremely productive days covering crucial topics for the future success of the association.

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We also sent a survey to all members to gain vital feedback on each aspect of the association. Asking questions on which elements of the EuRA membership (conference, EGQS, MIM training, social media etc) are most useful and how they can be improved and adapted.

In addition, we also asked more strategic questions on the future of the association and what you would do if you were in charge.

Thank you very much indeed to all 116 of you that took the time to complete the survey and provide such valuable feedback.

There were so many fascinating insights and opinions shared.

That preparation set us up perfectly for the first day of the meeting. Expertly led by Krysta Fox from Changeosity, we discussed the maturity stage of the association i.e. when we consider strategy, leadership, organisation & culture, operations, transformation and governance, are decisions taken purely on instinct or are we working at a fully optimised

level. The answer is somewhere in between the two for most categories.

We also analysed different member personas, governance and, possibly most important of all, the succession plan for the next ten years of EuRA. We all know that (unfortunately) Tad and Dom will not be at the helm of the association forever and we began the process of outlining the next steps of the three key roles and how they will be fulfilled in five years’ time and beyond.

The work has continued after the meeting and we’ll soon being producing a balanced scorecard covering all strategic elements of EuRA and how we can develop a tangible action plan with delivery deadlines.

We also spent time at the board meeting reviewing the latest EGQS standard with Martina Scharwey, discussing legal updates with Gordon Kerr and preparing the next conference in Vilamoura with Peggy Love.

We will continue to update you on the progress we make and are always interested in your feedback and opinions.

Really looking forward to seeing you all again in Vilamoura.

Happy holidays!!

Alistair and Isabel

MIM Update!

We have a plan of new modules to be launched in 2024, including what we hope will be a look at what AI means for our industry. If you have experience with AI or have a particular interest in the topic, we’d love to hear from you. We hope to have a module live after the Vilamoura Conference.

We are also developing a Suppy Chains module building on the Symposia we will be running in Portugal, looking at evey aspect of how mobility services are delivered whether the client is an RMC or a Direct Client. If you’d like to take part, we’d love to hear from you.

If you are planning to put your team through MIM and or MIM+ and CAM Certi cations, contact us also we can create a licence for you to enable your teams to participate at lower costs.

The Sustainability in Mobility Module is now live in the Academy and we have had great feedback.

“I completed the Sustainability module today and it was excellent. Thank you so much, opened my eyes wide” - Rohit Kumar Ikan India.

Primary Trainer Paul Barnes brings the topic to life and interviews people across the industry to get a sense of where we are going with this important topic. We’d like to say a special thank you to Paul for donating his development fee entirely to charity.

The topic remains at the fore of what we’re doing with the Coalition for Greener Mobility which you can read about later in this issue.

This module is currently free to access until the end of the year.

get to the discount access codes you need to go to the EuRA Training page and log in. If you have any problems just contact us.

Our Legal Guru Gordon Kerr has also developed a MIM+ half module on Anti Money Laundering. This important topic has wide ranging impacts on our industry and staying compliant with the rules across Europe will be key for all members. Gordon will be following up with two Zoom webinars in April and May. Martina Scharwey our Consultant for Quality has developed an entirely new “Introduction to the EuRA Global Quality Seal” which is 100% free for all members to certify and gain 50 credits towards MIM and MIM+ certi cation.

Online Now!

Duty of Care Our Primary Trainers Tracy Kautzmann and Lucy Foster have been working on a brand new module dissecting Duty of Care in our industry and how members can best be aware of both the obvious and not so obvious duties owed by companies to their relocatees. This is now live!

Managing International Assignments Jacqueline Biersma is working with Susie Goodall to update and refresh the Managing International Assignments module which will go live in June. If you have already taken this module and would like to do an update, there will be no charge, just contact us for an access code.

You can also just check the EuRA Academy where you will nd all the courses. Don’t forget you need to create your identity and in order to

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All the amazing content in the Academy is accessible for just €50 for modules and €50 for Quizzes. Non-members pay €250 to access a Module and a Quiz.

Our current MIM+ Programme consists of: • Legal Compliance in Mobility • Achieving Business Growth • You are Your Brand • Collaboration in the Next Normal • Coaching Approaches in Mobility, four modules • Sustainability in Mobility • Introduction to the EGQS • Anti-Money Laundering • Duty of Care The Coaching Approaches in Mobility (CAM) course is made up of four programmes each consisting of three fascinating modules. We developed this programme 10 years ago in conjunction with Oxford Brookes University and our Strategic Consultant for Education has fully renewed it.

Completing all four programmes is worth 200 credits.

Don’t forget you can mix and match modules to suit your learning needs and gain your credits to get your quali cations. So you could do one Fixed syllabus module, two CAM modules and one MIM+ module and graduate at the rst tier which is MIM Graduate and requires 200 credits. Two further modules will get you to MIM+ which requires 300 credits in total.

Below are downloadable guides with everything you need to know;

• Guide to Qualifying with EuRA • Routes to Qualifying Explained

Feature: Organisational Culture Clash!

“Walmart s Epic Fail of Intercultural Understanding” - Dom Tidey EuRA COO

In Vilamoura, we will be running a panel discussion on the challenges organisations and individuals face when relocating.

In this article I will look at one of the greatest failures in recent corporate M&A that is directly attributable to lack of intercultural understanding; Walmart’s move into Germany.

In his seminal book, Riding the Whirlwind, the great Fons Trompenaars looks at the role cultural integration plays in the success or failure of mergers and acquisitions. I wrote a blog post recently about Strategic Alliances and what they mean for the future of supply chains.

In this article I want to look at the role a lack of understanding

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of the importance of culture, played in one of the greatest failures of a strategic alliance, or in this case, merger, of recent times. The Walmart into Germany debacle.

The biggest failure rate for international assignments is from which country to which other? I have asked this question all over the world as part of an intercultural training session and mostly, people think that the more extreme the move, the less likely it is to succeed. Examples such as U.S. to China, or Sweden to Saudi are given, with the intelligent assumption that the more extreme the cultures are, the more challenges the expat will face. But in fact the highest rate for assignment failures is for moves between the U.S.A. and the U.K., and the reason for 60% of assignment failures is attributable to an inability for the individual or family to assimilate into the host culture.

So, the culture shock of coming to Europe and transferring from a U.S. lifestyle to a European one, involves not just a dramatic change in comfort and status, but also in cultural reference.

There is an expectation for American citizens of familiarity with Europe, as we have a long shared history and many common societal references such as similar political systems. But scratch just a little deeper and the commonality ends. European social democracies work with an entirely different mindset to the American self-determinist model.

On a recent visit to New England, on hearing my accent, the owner of the gift shop I was in asked about the U.K.’s NHS, our socialised healthcare system. She wanted to know how I felt about people who were not working, having the same access to healthcare that I have as a fully paid up tax contributor. I said that in Europe

One of the most striking examples of corporate expansion failure in recent years was Walmart’s move into Germany. Even by American standards, Walmart must be considered as a success story without precedent. Fifty years after its start in 1962, when Sam Walton and his brother Bud set up their rst convenience store in tiny Rogers, Arkansas, continuous double-digit growth rates have transformed it into

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healthcare is seen as almost an inalienable human right, but she said that in the U.S. it’s seen as the result of hard work and of having a stake within society as a functioning economic citizen.

It made me think. These differences in attitude are not necessarily expected prior to a move to Europe and only increase a sense of difference. If we are talking about a move from Europe or the U.S. to the middle-east, we are already aware of the vast difference between the cultural norms and therefore don’t face such a unexpected reality check. So the more prepared the expat and family are, the higher the rate of success for their assignment and therefore for the whole project itself.

the world’s largest store based retailer. After establishing itself as the dominant player in its home market, Walmart decided, in the late 1980s, to embark upon an ambitious overseas expansion plan to sustain its brisk corporate growth. The goal was to have its overseas operations contribute a third of its total pro ts by 2005. In 1991, the rst store outside the U.S.A., a SAM’s Club membership warehouse, was opened in Polenco, a suburb of Mexico City. Continuing this aggressive expansion model, Walmart set its sights on Europe and a strategy was drawn up to enter the highly competitive German retail market.

The corporate culture of Walmart is interesting. The U.S. success formula was built on low prices due to extensive use of advanced IT in logistics and inventory management coupled with a highly motivated workforce, in uenced to some degree by a quasi-religious

attitude common in many U.S. companies. So how could they get expansion into one European market so wrong?

Firstly the entry-by-acquisition strategy they adopted was fundamentally awed. Of the two existing retailers they bought, Spar and Wertkauf, Spar was considered a very weak player in Germany and perceived as low quality. Its stores were small and in less prosperous inner city areas. The corporate cultures and marketing strategies were just not compatible. Coupled with this, Walmart paid far too much for the ailing Spar group and could not recoup the loss.

Secondly and most crucially from a mobility perspective, the U.S. management clashed cultures with the existing German leadership teams. Post merger integration is tricky at

the best of times, but when this is taking place across two very different society cultures and corporate cultures, the importance of intercultural competence in the leadership team is critical to success.

Walmart appointed four different CEO’s during the rst four years of German operations. The rst, Rob Tiarks, had supervised 200 U.S. mega stores from the Arkansas HQ. He had never been expatriated before, spoke no German and therefore decreed that the of cial language of the board of Walmart Germany would be English. His team ignored legal frameworks that governed retail operations and as a result the top three senior executives from Wertkauf resigned. After Walmart bought ASDA in the U.K. in 1998, Tiarks was replaced by British Allan Leighton, who ran the German group from the U.K. HQ of ASDA in Leeds. Six months later he was replaced

by Volker Barth, the rst German to be in the CEO role and one of the remaining top executives at Wertkauf. By this time, faith in the top management team had evaporated and Volker failed to

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integrate Spar into the operation.

The third reason why Walmart failed was a lack of cultural sensitivity to the retail operations as a whole. U.S. and German consumers are very different and even the most basic of intercultural training programmes could at least have highlighted this fact prior to the expensive takeovers. U.S. consumers are used to a high level of interactivity with staff in a retail environment. High and low context cultures, were rst identi ed by Geert Hofstede in the 1970’s. Consumers in a high context culture do not need the same levels of assistance and information given to them as consumers in a low context culture. The U.S. is a low context culture and Germany, a high context one.

The result was that the meetand-greet philosophy so popular in Walmart U.S.A., was seen as intrusive and rude to the German customers, who did not want or appreciate Walmart greeters welcoming them to the store. They saw it as patronizing. One retail success in Germany is the U.S. chain Eddie Bauer, specialists in outdoor clothing.

Walk into Eddie Bauer in the U.S. and a staff member will immediately ask if you need help. Walk into Eddie Bauer in Berlin and the staff remain at arms length until you ask for help. This is the German way and the management team at Eddie Bauer recognized this and incorporated it into their expansion planning.

Mobility providers and relocation specialists know all this, it is one of the great USP’s of our industry. Just using a German relocation provider could potentially have immediately highlighted these issues as the U.S. management team began their assignments into the country. The wider understanding of the impact of culture often begins when working with the relocation company and can be huge success factor in both the assignment and down the line, team integration. Spending a tiny fraction of the cost of the expansion could well have saved Walmart millions of dollars. Within ve years of the purchase of Spar and Wertkauf, Walmart had pulled out of Germany completely at enormous cost.

EuRA Needs You! Help us GENERATE RELOCATION RECOGNITION through the power of storytelling. We need your stories for the EuRA e-book titled “The Value of Relocation Support” Stories are powerful. They disseminate information in a way that connects with people.

Why did you create value last time you assisted an assignee and or/ HR/Client?

Why should you convert that experience into a story?

Why should we make the relocation industry well known?

If you have a tale to tell that you would to see in print, just let us know!

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EuRA Global Quality Seal+ Newly Certi ed and Re-certi ed Members Congratulations to our newly certified and re-certified EuRA Global Quality Seal Members

Newly Certi ed Relocation Management Spain - Oct-23

Executive Mobility Group - Sep-23

Newly Recerti ed Japan Mobility - Oct-23

Eurohome Relocation Services - May-23

Inter Relocation Group - Jul-23

Reloc8 Malaysia - Pathfinder - Apr-23

Online Training There is a full module in the EuRA Academy

Free to all members. This module of ve components covers everything you need to know about setting up a process management system. You'll learn how to build your Quality Manual and how to implement all the required policies to ensure you're completely compliant for the future. The Quality Standard has just been updated and all members holding the Seal will have now received their copy of the updated standard. There is a full module in the Academy which will take you step by step through the changes. Even if this isn't the right time for you to go forward to your of cial audit, it's a great time to learn how to implement a process management system across your organisation.

Following these three (free to EuRA Members) modules will simplify the process, led by a true expert in quality management.

To access the full training module, click here.

To access the 2023 update training module, click here

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Introduction to the EGQS Watch the film

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The Coalition for Greener Mobility Winter 2023 Tad Zurlinden

The White Paper “Sustainable development Goals for DSP’s” was published in August and is designed to give DSP’s worldwide, a framework around which they can develop sustainability practices that suit their business.

Since the last edition of the EuRApean the Coalition for Greener Mobility has made further progress. Many of the individual tasks have been completed and published in the Coalition website www.greenermobility.org 1.

2.

3.

4.

5.

Glossary of general sustainable terms – prepared by CERC Consultative and Certi

The Blueprint of a Green Move – prepared by FIDI De

Sustainable Development Goals for DSP’s – prepared

by EuRA

The CHPA have nearly completed their white paper relating to Sustainable Corporate Housing and we

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You can access the White Paper for free on our website here.

Thanks to the many members around the world who took part in the research.

hope to include infographics for a Greener DSP and Greener Corporate Housing.

The website also includes many other articles and links to Coalition Partner websites.

There have also been discussions about other areas that are affected by Sustainability including Relocation Management Companies and the thinking on this is that we should be trying to in

During 2023 the Coalition has been centre stage at the annual conferences of all the partners. These sessions have given members the opportunities to make comments and, in some cases, express their concerns in relations to costs and who is going to pay for the tools or requirements to become a greener industry.

The Coalition has also started discussions with a Sustainability

Consultancy who we hope will help us to create a robust strategy for global mobility in all aspects of ESG. We are also hoping to join the UN Global Compact on Sustainability.

From the EuRA perspective, the training programme ‘Sustainability for DSP’s’ is well under way, three sessions have taken place and a further two will occur in the new year.

Don’t worry if you miss these, they will be developed into an MIM+ accredited module in the second quarter of 2024.

We are also planning Materiality Sessions in the couple of months of 2024 and are looking at a carbon measurement tool for DSP’s.

More news in Vilamoura in April/May and on the website https://www.eurarelocation.com/event/ sustainability-training-series.

Tad Zurlinden EuRA CEO

EuRA s YouTube Channel #eurabrie ng #eurapresents

CLICK HERE TO VIEW

We’re continuing to run monthly EuRA Brie ngs. They’re available for members to join and only to members On Demand for the rst month before being made public on our YouTube channel.

EuRA Brie ngs & Interviews - All on our YouTube Channel

• MIM Duty of Care Interviews • MIM Managing International Assignments Interviews • The Coalition for Greener Mobility Update • EGQS Update 2023 • Anti Money Laundering • ESG Brie ng White Paper Update • Global Employee Programme Brie ng

And coming up: • Cyber Security January • EuRA Global Quality Seal Panel and Mentors February • Move Management March • RMC DSP Update April

You can watch them all on our YouTube Channel Please subscribe to the channel and helps us grow awareness of our industry online!

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EuRA s Social Media 2023 #eurabrie ngs #euraintercultural #euramimtraining #euravilamours We have been working hard to increase online recognition of our industry through our social media presence.

We post links to all our brie ngs and interviews on LinkedIn, “X” (formally Twitter) and Instagram.

If you have anything you would like to share please go right ahead! The more we can share, acknowledge and highlight the amazing work of our industry all over the world, the better we can create recognition!

Please follow EuRA’s presence on all the links below!

https://www.linkedin.com/company/eura

https://www.instagram.com/eura_relocation/

https://twitter.com/EuRA_Relocation

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EuRA International Relocation Congress 2024

Vilamoura - “Beyond the Horizon” We were delighted and somewhat amazed at the speed at which the places for Vilamoura 2024 sold out. The hotel is also fully booked but there are many great choices of hotels and apartments in Vilamoura harbour all listed on the website.

We have a great programme lined up and some very special events.

We have concentrated on striking a balance between content and networking and have great spaces this year in the Tivoli which is built for meeting, in the lobby, the convention areas and

hopefully out in the gardens by the pool!

Please remember when you book your ights we start Monday afternoon

Join the Mobility Light Orchestra!

The Mobility Light Orchestra (MLO) will play again in Vilamoura at the closing party of the EuRA conference (Thursday night). MLO would like to invite guest musicians/ singers to play with the

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band! If you have a passion for music, can play an instrument or sing, please reach out to Inigo Lopez at inigo.lopez@bicortexlang uages.com or visit our Linkedin page https://

www.linkedin.com/ company/mlo-mobilitylight-orchestra for more information. We can't wait to perform again, come and join us!

Autumn Conference Round Up It’s been a busy Autumn conference season and we’ve been in Canada and the US representing EuRA at the IAM, CERC and WERC Conferences. It was great to see so many EuRA Members at the events and to reconnect in for the rst time with our industry partners at

CERC and IAM for the rst time since 2019.

limited to the Coalition for Greener Mobility.

The continued collaboration with our industry partners including Fidi and CHPA is really helping us all move towards better and more useful joint projects for all our members including but now not

It was also terri c to welcome over 200 guests to our reception in Boston, which was a great evening!

Next year, National harbour, Washington DC, 24th October!

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Tad Zurlinden

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All Things Legal ……….December 2023 Gordon Kerr Gordon Kerr EuRA Strategic Consultant Legal gordonkerr@gklegal.co.uk

If there is a particular legal topic that you would like me to cover in a future edition of The EuRApean, please let me know.

Ransomware hits the relocation industry Following the disclosure that a relocation management company has been the recent victim of a ransomware attack, it seems timely to try to understand more about this crime.

An interesting variety of legal issues have crossed my desk recently. Here are a few which I think may be of interest to EuRA members: • Ransomware hits the relocation industry • How to review your rm’s GDPR compliance • Is your business affected by AntiMoney Laundering regulations?

• Simplifying supplier due diligence • I demand to see my data! – the strange case of the bank and the politician.

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According to the UK’s National Cyber Security Centre, ransomware is “a type of malware which prevents you from accessing your device and the data stored on it, usually by encrypting your les”.

Typically, this will be followed by a ransom demand in exchange for decryption. The attackers may also threaten to leak the data they steal.

There are 3 phases to a typical ransomware attack: 1. Access - attackers gain access to your network. They establish control and plant malicious encryption software.

They may also take copies of your data and threaten to leak it.

2. Activation - the malware is activated, locking devices and causing the data across your network to be encrypted, meaning you can no longer access it.

How to review your rm’s GDPR compliance When the GDPR came into force in 2018, relocation businesses were obliged to introduce a variety of new documents, processes and recordkeeping. Five years on, it may be an appropriate time to review your GDPR compliance.

Apart from ensuring that your business has no compliance “gaps”, there may also be opportunities to actually reduce the impact on your business of some of the adminheavy processes which you put in place in the early days of GDPR. In the initial rush to be “ultra-compliant”, many businesses went over-the-top in their compliance processes.

These processes can now be reviewed with the bene t of our collective experience of the GDPR in practice.

There is now a well-established route for assessing your GDPR compliance: 1. Review your data ows – ensure that you have a complete knowledge of the ows of personal data in/out of your business and the categories of data which you are processing; 2. Con rm the "lawful basis" for all personal data which you are processing;

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3. Ransom demand - you will then receive an on-screen noti cation, from the cyber criminal, explaining the ransom and how to make the payment to regain access to your data.

3. Check that your documents are GDPRcompliant, including: a. privacy notices b. consent forms c. supplier contracts 4. Check that your processes are GDPRcompliant, including: a. any transfers of data outside the EEA/UK b. deletion of "expired" data c. handling data access requests from individuals 5. Con rm that all staff who handle personal data are trained on GDPR compliance 6. Clarify the data security and policies you have in place to minimise data breach risks 7. Check your GDPR compliance in terms of data held on your own staff 8. Review the records kept of GDPR compliance and data breaches.

The objective of a GDPR assessment is to a) con rm all areas of full compliance and b) identify any compliance gaps. If "gaps" are found, then documentation, processes and training in these areas should be updated.

The ARP is seeking to have the country’s AML regulations amended, ideally to be harmonised with simpler EU regulations.

Currently, relocation companies operating in the UK are obliged to register with HMRC if they provide home search services for house buyers or if they provide a rental home search for a property with a monthly rent exceeding 10,000 euros.

Ironically, while the UK rules are based on an EU Directive, EU countries have not imposed any similar requirements on relocation businesses!

In my experience, non-compliance is most likely to arise in two areas. Firstly, contracts entered into with clients and suppliers may not contain the required data protection clauses. Secondly, there can be compliance failures around personal data which is held in servers outside the EEA/ UK. Please feel free to contact me if you would like advice on how to carry out a simple GDPR assessment for your business.

Is your business affected by Anti-Money Laundering (AML) regulations?

On 21st November, representatives from the UK’s Association of Relocation Professionals (ARP) visited Parliament to explain to MPs their concerns about AML rules.

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The real problem is not registration in itself. The business must also put in place a variety of burdensome processes and documents, all of which are enforced by audit visits from HMRC. This extra admin includes: 1. Producing a written AML risk assessment for the business; 2. Preparing a written statement of the company’s AML policy and procedures; 3. Carrying out customer due diligence checks before starting work for a new client; 4. Training staff on all aspects of AML compliance; 5. Appointing someone in the business with speci c responsibility for reporting “suspicious activity” to the UK National Crime Agency; 6. Keeping written records for a minimum of 5 years.

The true insanity of all this is that relocation businesses are simply duplicating the checks which letting agents, estate agents

and solicitors are already obliged by law to carry out. So, there is no practical bene t in this extension of the rules to relocation companies.

We can only hope that the ARP’s lobbying efforts are ultimately successful. EU relocation businesses should also be alert to any attempts to introduce similar AML rules in EU countries – it’s always easier to block proposed legislation than to get rid of legislation once it’s in force!

The 14-page document covers all the information we are used to seeing in RFIs for relocation services, including: • Ownership and nancial standing • Supply chain management • Compliance with laws • Environmental impacts • Data privacy and security • Insurance • Past performance More information will follow once the UK project has been rolled out.

Due Diligence Questionnaire Another project currently being undertaken by the ARP, which is likely to interest EuRA members, is the creation of a standard Due Diligence Questionnaire for the relocation industry.

The objective is to reduce the amount of time devoted by DSPs and other relocation suppliers when responding to RFIs. By introducing a standard form of questionnaire, which can be completed in advance by the DSP (and updated from time to time), it is hoped that there can be a real time saving for all organisations in the relocation supply chain, including RMCs and corporate clients.

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I demand to see my data! – the strange case of the bank and the politician.

Nigel Farage is well known across Europe as the populist British politician whose campaigning led to the UK leaving the EU. Currently, he also has a starring “pantomime villain” role in the British reality TV show, “I’m a Celebrity …

Get Me Out of Here!”.

But that’s not all that Mr Farage has been getting up to. Lawyers are very grateful to him for providing a wonderful demonstration of how a Data Subject Access Request, under the GDPR, can be a very powerful tool. The story starts when Farage’s bank, Coutts & Co (a private bank serving wealthy customers), told him that it was closing his account and that he needed to nd a new bank. Farage is not a man to go away quietly and he complained, very publicly, that this was “the establishment” taking revenge against “the man responsible for Brexit”.

The bank then leaked to a BBC journalist that the real reason for Farage being dropped was that he did not meet the bank’s nancial criteria. Bad mistake by Coutts & Co! Convinced that he had been dropped due to his politics, Farage served on the bank a Data Subject Access Request. This required the bank to disclose all personal data relating to Farage, including internal emails. The outcome was a goldmine of very un attering comments, about Farage and his views, made by several senior employees of the bank. Farage was vindicated and wasted no time in milking the situation to the huge discomfort of the bank. The bank was forced to apologise and its CEO was forced to resign.

Does this entertaining tale have any relevance for relocation businesses? I suggest that it’s a valuable lesson for all businesses on the dangers of making – and retaining – any un attering comments about clients and customers. Would you be happy for the comment to be seen by the client? If not, delete immediately – or, better still, discourage staff from recording any such comments. Internal emails can have horrible consequences!

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If you need advice on these or any other legal issues affecting your business, please feel free to contact me at gordon@eurarelocation.com/gordonkerr@gklegal.co.uk

The Legal & Tax Report is produced for The EuRApean

by Gordon Kerr, EuRA’s Strategic Consultant - Legal Services

New Member Focus: Skyside Eliminating the Uncertainties in Accommodation In the high-stakes arena of global mobility, details are not just details; they are the very fabric of trust between your agency and your clients. With a myriad of challenges inherent in any relocation, the last thing you need on your plate is uncertainty about accommodation quality or service. That's where Skyside comes in, offering a consistent, high-quality experience that elevates your agency's reputation.

More Than Accommodation: We're an Extension of Your Team Founded in 1998, Skyside initially focused on providing top-tier accommodation and services for VIPs and UHNWIs in London and Luxembourg. This background equips us with a unique understanding of what high-end service entails. While your corporate clients may not demand the exact same level of service, they certainly appreciate its nuances. If desired, we greet them right at the arrival terminal, removing the stress of navigating an unfamiliar city.

Forget self-check-in woes or fumbling for keys in the dark; we offer a warm, personalized welcome that sets the tone for a seamless stay.

The Social Fabric of Wellbeing: A Necessity, Not a Luxury Statistics reveal that over 40% of failed relocations stem from a lack of social connection in the new environment.

Recognizing this, we regularly organize receptions, social activities, and outings for our residents. The aim? To help them feel

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welcomed and to foster new connections, turning a new place into a new home.

A Commitment to Continuous Improvement We don't just rest on our laurels; we actively seek feedback from residents and partners like you. This allows us to continually re ne our offerings, ensuring that we meet and exceed expectations.

Skyside: More Than Just a Roof Over Your Head At Skyside, we offer more than just an apartment; we offer peace of mind, a sense of community, and a seamless transition for your clients. We understand that each relocation you manage is not merely a logistical task but a re ection of your agency's expertise. Partner with us, and let's co-author a narrative of success in the world of global mobility. With Skyside, the sky isn't just the limit; it's the beginning.

To book an apartment in Luxembourg, please contact Claire at: booking@skysideint.com www.skysideint.com www.linkedin.com/company/skysideint

Maxxelli, now China's largest Destination Service Provider, has expanded its reach over the past 20 years. With dedicated consultants in 10 cities and service experience spanning over 65 locations, Maxxelli specializes in Mobility Solutions and offers additional Consulting and Residential services to support its partners.

The early years of the journey were challenging. During that time, the company had yet to fully grasp the role as a Destination Service Provider. However, the understanding and expertise developed, and Maxxelli remained con dent in the value that they offered and the distinct niche they occupied.

Maxxelli-People are the foundation of the organization. Engaging and retaining teams are crucial to maintaining the highest levels of service as a DSP. Three key team members joined Maxxelli who played integral roles in the company's future: •Ronnie Kuppens began as an intern and grew to become the CFO and 3rd Maxxelli partner.

•Dan Huang, hired to manage Wuhan, developed into the position of China Operations Manager •Clare Liu joined as an accountant and progressed to become the China Finance Manager

Peter Kuppens, a Dutch adventurer, and serial entrepreneur, rst traveled by train from Holland to Chengdu in SW China in 1998, nally settling in Chengdu in 2005. Captivated by the city, Peter decided to make it his home and opened the Maxxelli of ce in 2006.

Similarly, Adam McWhirter chose Chongqing for an internship managing a dumpling restaurant at a locally owned theme park in 2007. Though dumplings were never his passion, Adam saw the potential in Chongqing as the fastest growing city in the world, seizing the opportunity to network and embark on a new venture.

Adam and Peter connected late 2007, and on June 1st, 2008, Adam partnered with Peter and opened the Maxxelli of ce in Chongqing.

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New Member Focus: Maxxelli

Throughout the company, Maxxelli has achieved an impressive 90% staff retention in China over the past 5 years. Their teams across China are the future.

One vital aspect of Maxxelli's growth was the introduction of Maxxelli-Tools, which brought about standardization of processes to ensure consistency, including the development of tools or processes to ef ciently address and prevent recurring escalations.

Finally, Maxxelli developed an internal IT system known as Maxxelliweb. Since 2009, all aspects of Maxxelli have been diligently tracked and organized.

If a writer has a great idea, that's the MaxxelliPeople. But they need a tool for storytelling the pen, or Maxxelli-Tools. And nally, there's

Maxxelliweb, the paper or book where the story comes to life.

To achieve success, Maxxelli relies on these three key elements working together harmoniously. Looking towards the future, Maxxelli aims to become the leading DSP globally. While acknowledging that there may not be a de nitive "best" in the industry, this ambition serves as a guiding principle for Maxxelli's aspirations.

A few added elements to Maxxelli Destination Services: • Remote City Service - Maxxelli takes pride in its remote city service, which involves personally and directly catering to clients in any city in China. By the end of 2024, Maxxelli aims to have serviced nearly 100 cities. This commitment excludes any reliance on local partners or freelance agents, ensuring that clients receive personalized and dedicated service from Maxxelli's own professionals.

• Maxxelli Residential – In addition to leasing services, Maxxelli has also expanded its residential service offerings to include property and construction management. To address the need for corporate housing in cities where it may not be readily available, Maxxelli has also introduced Maxxelli Residences as a solution for its partners. This ensures that clients have access to suitable accommodations for their corporate relocations.

• Domestic Mobility – The biggest growth opportunity in the industry in China is domestic moves within the country.

Maxxelli, a leader in Domestic Destination Services, is well-positioned to capitalize on this increasing demand. The company takes pride in its Domestic Mobility programs.

Maxxelli understands the importance of providing exceptional service and ensuring operational excellence. As the company approaches its 20th year in operation, it remains dedicated to innovation and staying at the forefront of the industry. By continuously adapting and evolving, Maxxelli strives to anticipate and meet the needs of its clients and partners. The company is committed to delivering the highest level of service while maintaining operational excellence to ensure customer satisfaction.

• The Maxxelli Portal – Launching in Q1 2024, Maxxelli is expanding its services by introducing a user-friendly destination services portal. This portal will offer a range of features and tools to streamline the relocation process for assignees. Sharing is Caring, and Maxxelli hopes to make sharing service content and operational tools more ef cient.

For more information, please reach out to Adam McWhirter / Managing Partner directly, he would be delighted to hear from you. a.mcwhirter@maxxelli-consulting.com www.maxxelli-consulting.com

Maxxelli also expanded it overall service offerings: • Maxxelli Consulting – Maxxelli's internal consulting division, in addition to its

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comprehensive DSP content, Maxxelli Insights, offers a range of services to support companies. These services include market research, site selection, accounting, and business license registration, focusing on corporate relocation rather than individual relocation.

TIRA is on the Move… Again!

It has been quite a busy year for The International Relocation Associates (TIRA).

“We are pleased and proud of our achievements” says Christine Martin, TIRA Chair and CEO of EO Mobility Consultancy.

TIRA is an aligned network of leading quality global mobility providers that offers expertise from around the world to local solutions to global challenges. Network members leverage their experience and exchange best practices that add value to the global mobility industry and support the demand for talent.

The ‘good word’ has spread about the bene ts of TIRA membership! We extended a warm welcome to new members Micah Bellieu at Fluency Corp in the U.S., Ammar Hussein at Hussein Consultoria Em Imigracao E Relocation Ltd. from Brazil, and June Ranson at Woburn International Group Limited in New Zealand. We are con dent that they will be active members of the TIRA community.

Additionally, we are in the process of reviewing several outstanding prospective companies for membership and aim to complete this process soon. Thank you, Veronique Haverhals at RSH Relocation Services Holland and Sylvie Schmit at European Relocation Services for your hard work.

Our events calendar was quite busy this year. TIRA hosted a members’ roundtable organized by Brenda Levis, Vice Chair and Director of Events, and President of NYC Navigator and New England Navigator,

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“Working Together Towards a Sustainable Future” with special guest Cristina Venegas from EcoVadis.

Members learned from EcoVadis, a trusted global sustainability ratings partner and discussed how to transform their companies.

Members view sustainability as a missioncritical imperative to create long-term value by considering how each organization operates in their ecological, social, and economic environments. Members believe that sustainability is built on the assumption that developing pragmatic strategies fosters company longevity. Since the roundtable, nine TIRA members have been certi ed by EcoVadis.

A valuable bene t of being a member of TIRA is its commitment to learning and sharing knowledge. In September, the network hosted a roundtable for its members around the world, “How to Use AI and Automation in Your Business” led by AI specialist, Alane Boyd. Alane is Co-Founder of BGBO Co. an operations and growth strategy agency utilizing AI and automation to improve ef ciency for their clients.

The Generative AI workshop focused on the intersection of AI technologies and their impact on the processes, ef ciency, and experiences within the global relocation industry. Members have a thirst for knowledge and look to the allied network to introduce the latest information,

top-notch speakers, and trends for which all members can grow, and therefore, their businesses thrive. Since the remote workshop, members have shared that utilization of Generative AI has improved their team’s productivity, simpli ed mundane tasks, and enabled more time to dedicate to high touch support of their transferees and innovating solutions.

In October, TIRA hosted a boat cruise around Boston Harbor during the Worldwide ERC’s October Global Workforce Symposium in Boston.

Members from around the world invited guests including corporate clients, RMCs and potential TIRA members.

Close to fty people attended the warm afternoon event.

Christine Martin, TIRA Chair shared, “I was delighted with the positive feedback about the cruise. I am very proud to lead this wonderful organization of agile and innovative entrepreneurs. On behalf of the Board and members, we thank Brenda for the time and effort she consistently puts forth to organize worthwhile and enjoyable events.” Brenda Levis is a New Englander at heart. She commented, “I was born and raised in New Hampshire and am proud to share my New England roots. Everyone seemed to enjoy themselves and had fun!”

Chris Dash from Dogtainers, a pet travel specialist company will be our last featured members’ roundtable of the year.

Earlier this year, we formed a Marketing Committee led by Rohit Kumar, Co-

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Founder of IKAN Relocation and includes Deborah Loones, Founder of Relocation Belgium; Brenda Levis, President of NYC and New England Navigator; and Christine Martin, CEO and Managing Director of EO Mobility.

Their creative efforts have enhanced the network’s marketing and PR initiatives, including members’ spotlight and regular articles that feature the association’s thought leadership, as well as thought-provoking articles from notable sources.

In November, TIRA launched #GlobalMobilityMatters discussions featuring an interview with Becky Woods, Sr. Director, Global Mobility at ADP. This conversation was the rst in a YouTube series with corporate HR and Mobility leaders and our partner, Susan Ginsberg. Enjoy the conversation on TIRA YouTube Channel.

In 2024, TIRA will continue to focus on growing our membership, planning worthwhile member events and roundtables, enhancing our social media presence, and curating our thought-leadership. Next year, we will host a public webinar and continue with our #GlobalMobilityMatters series with corporate HR/Mobility leaders on the Future of Work and Talent Mobility.

On behalf of the entire Board and our members, we wish you and your loved ones a happy, peaceful, and joyous holiday season and best wishes for 2024.

Members News Advertorial JENNIFER HARVEY APPOINTED CEO AT CROWN WORLDWIDE GROUP

CROWN WORLDWIDE GROUP ANNOUNCES ESG DIRECTOR APPOINTMENT

The appointment follows Ken Madrid announcing his retirement after more than three decades with the company Hong Kong, August 17th 2023 – Crown Worldwide Group, a privately owned, global logistics company, has appointed Jennifer Harvey as Group CEO. The announcement follows Ken Madrid’s decision to retire following a career spanning 47 years, with more than 32 years as a senior executive at Crown Worldwide Group.

He spent many of those years as a senior board member, including as global CFO and CEO for Asia-Pacific, and was appointed Group CEO in January 2019 – successfully steering the company through the pandemic and the economic challenges that followed.

Jim Thompson, Chairman & Founder, Crown Worldwide Group, said: “We are most grateful to Ken for his three decades of service to our company. Since joining as Chief Financial Officer in 1991, he has worked tirelessly with our teams around the world, and particularly in Asia, to analyze business issues and make good decisions that have helped our brands grow steadily over the years. I’m very thankful for his excellent contribution to our development which has led Crown to becoming one of the leading companies in our industry.

“I, along with the wider Crown family, wish him all the very best in retirement.”

Jennifer – who steps into the role with immediate effect – joined Crown in 1993 from investment bank Shearson Lehman Brothers. She has held several key positions including sales management roles in the USA, Singapore and Japan, Global Marketing Director and Director of Corporate Social Responsibility.

To read more click here

Hong Kong, July 17th 2023 – Crown Worldwide Group, a privately owned, global logistics company, is delighted to announce the appointment of Joy Lam as its Group ESG Director.

Joy joins Crown with more than 15 years of experience in sustainability, having spent 10 years in the sustainability office at University of Hong Kong, which she led for four years. She later moved to the LEGO Group in Denmark, where she developed its circular economy strategy.

The announcement coincides with the launch of Crown Worldwide Group’s annual sustainability report, which details the progress made in 2022, and sets out the company’s initial steps on its wider decarbonization journey.

You can read the full report here.

This appointment marks an important milestone in that strategic plan, and the evolution of its legacy in corporate social responsibility, which has seen the group give back to communities and build a diverse, inclusive and engaged workforce across 45 countries during 60 years in business.

Joy will now work closely with the company’s recently formed sustainability steering committee, network of sustainability champions and carbon accountancy firm, Normative, to understand and measure the carbon footprint of Group’s family of brands, before working to reduce its Scope One, Two and Three emissions.

As well as having helped shape sustainability strategy for the LEGO Group and University of Hong Kong, Joy is a visiting lecturer on sustainable business development at Aarhus University in Denmark. She holds an MSc in biodiversity, conservation and management from the University of Oxford.

To read more click here

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CAP Worldwide Serviced Apartments welcomes global extended stay leader Simon Beauchamp to the CAP senior executive team, working alongside CEO and industry veteran, Jo Layton

Richmond, London Tuesday 7th November 2023 – 14.00hrs – CAP Worldwide Serviced Apartments (CAP), a leading provider of global corporate accommodation solutions in extended stay, is proud to announce the next phase in its evolution to CAP 3.0, recruiting Simon Beauchamp to the executive leadership team alongside two internal senior promotions – all positions designed to elevate the client, booker and traveller experience to unprecedented levels of service excellence and programme management in 2024 and beyond.

With an impressive track record in the hospitality industry, working for PwC Procurement and more recently in senior positions within the extended stay sector, Simon brings a wealth of expertise and a fresh perspective to CAP. "We are absolutely delighted to welcome Simon to the CAP family,” said Jo Layton. "His proven leadership capabilities and expert knowledge will undoubtedly strengthen our current position and enhance our client services offering to deliver the most cost efficient, secure and sustainable programmes to the market. We firmly believe Simon’s perspectives will play a pivotal role in shaping the company's future strategic vision.

Andrew Hopgood, COO for CAP Worldwide adds ‘As part of CAP’s continuing growth and our 100% commitment to future-proofing our clients programmes, the recruitment of Simon to sit at the CAP Table will enhance and support the continued development of our digital eco-system, CAPTURE.” He adds “With Simon joining ….

Welcome on-board Simon!

To read more click here

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Members News Advertorial For those of you who are booked to join us and 700 EuRA Members in Vilamoura, don’t forget the days have changed!

When booking your ights and hotels, this is the running order for the event; Monday 29 13:00 onwards Pre-Booked Symposia Tuesday 30 Plenary & Welcome Reception Wednesday 1 Plenary and Gala Dinner Thursday 2 Plenary and Final Night Party

Members News Advertorial Arpin Charitable Fund, Inc., a/k/ a Arpin Strong, Participates In Its Third Annual Global 5K Run & Walk Event for Charity Arpin Charitable Fund, Inc., also known as Arpin Strong, participated in its Third Annual Global 5K Run & Walk event for charity. This year, Cancer Research U.K. (CRUK), the world’s leading charitable funder of cancer research, received the directed proceeds.

The in-person 5K event took place in Maidstone, Kent, UK, on July 2, 2023; however, once again, Arpin Strong opened the doors for global participation by collecting funds and allowing persons to participate virtually between July 1 – 4.

“We enthusiastically applaud all of our global heroes who joined together to truly make a significant impact in furthering Arpin Strong’s mission,” said Karen Bannon, vice president of the charitable foundation. She continued, “The success behind Arpin Strong is the people willing to give their time and efforts towards a common cause.”

To read more click here Arpin International Group s Allyson Nordstrom-Geraghty Joins IAM s Core Member Management Board Allyson Nordstrom-Geraghty, director of the General Services Administration’s (GSA) International Division at Arpin, has joined the IAM’s Core Member Management Board (CMMB), representing the North American region. She will serve a two-year term.

The International Association of Movers (IAM) strives to be the global champion for the moving industry by advancing its members’ professionalism and operational excellence. CMMB convenes regional representatives from each world region to actively advocate for the Core Membership with the IAM Executive Committee, serves as a conduit through which IAM Staff can actively obtain valuable information about a region or country, and actively educates members about IAM policies.

To read more click here

Arpin International Group Employee, Ronnie Blanchard, Builds Homes For UnderResourced Families in Buenos Aires, Argentina During the 2023 LACMA Convention held in Buenos Aires, Argentina, Arpin International Group employee Ronnie Blanchard and his colleagues from the Latin and Caribbean Movers Association (LACMA) participated in a meaningful volunteer project with Techo. Techo is a social responsibility initiative dedicated to constructing sustainable homes for communities in Latin America.

For two days before the convention, Blanchard and the other volunteers worked tirelessly to build houses for four different families in Buenos Aires. Arpin International Group staff have participated in three Techo build projects worldwide, with the Argentina project being a first for Blanchard.

Reflecting on his experience with Techo, Blanchard humbly acknowledged his good fortune and does not take things in life for granted.

“In high school and in college, I was involved in projects that included repairing homes and assisting with operations for a Women’s shelter in poor areas of Lima, Peru. The Techo project brought me right back to that amazing feeling of being able to provide genuine help to

those less fortunate. You could see it in the eyes of the family – how much they appreciated it. We laughed together, cried together, and worked hard to provide them with a little more comfort in their lives,” said Blanchard.

To read more click here

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The holidays by the numbers

1.5 Billion Number of greetings cards sent globally over the holidays

0.0003 seconds Time spent by Santa at each house

51,000,000

Number of copies of the best selling holiday single, “White Christmas” by Bing Crosby

$914,762,040 Box of ce takings of the most popular holiday lm of all time, Home Alone fi

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1931

Year Santa’s costume was turned red by Coca Cola ad campaign

733

Number of copywritten versions of Silent Night since 1978

14 billion

Number of calories Santa consumes if he eats one cookie and drinks one glass of milk at each house