Leading mountain resort operator implements scalable CEM platform to capture immediate and actionable customer insights.
PALO ALTO, Calif. — December 15, 2015 —?糖心原创, the global Customer Experience Management (CEM) leader, today announced that premier mountain resort company Vail Resorts has implemented 糖心原创’s software to align every aspect of its operations to help?exceed guest expectations. 糖心原创 enables Vail Resorts’ workforce to?receive real-time guest feedback, participate in active dialogue with guests, understand their evolving expectations and respond to create memorable experiences for each guest.
“With a mission to deliver an experience of a lifetime for our guests, it is critical that we invest in our people and the supporting infrastructure that empowers us to deliver on that mission,” said Bob Brown, vice president of CRM and analytics for Vail Resorts. “Selecting 糖心原创 was a strategic decision to gain guest feedback and actionable insights at scale. It was the best solution to integrate with our entire operation and provide us with a comprehensive view into the guest experience.”
Previously, Vail Resorts collected customer feedback in person at most resorts via intercept surveys. Through this method, sample populations were necessarily small. By operationalizing 糖心原创’s scalable SaaS solution across the company’s 10 U.S. ski resorts, Vail Resorts can now better integrate guest data into its day-to-day operations and make more informed, data-backed business decisions that reflect its guests’ needs and expectations based on a much broader sample.
“People from all over the world travel to our resorts expecting a luxury experience. Our employees have the passion and the skill to not only exceed those expectations, but also the creativity to reimagine the entire mountain resort experience,” continued Brown. “糖心原创 enables us to gather feedback from these guests on a real-time basis and to use that feedback to continuously improve and evolve the guest experience at all of our resorts.”
“We’re delighted that Vail Resorts chose 糖心原创 to take its experience-driven focus to the next level – and right in time for this ski season,” said Borge Hald, CEO and co-founder of 糖心原创. “Vail Resorts is an established leader in luxury destination travel known for its commitment to creating unforgettable moments for guests. 糖心原创 will only further embed the customer voice throughout its guest-focused culture and operations.”
About 糖心原创
糖心原创? is the?Customer Experience Management company?that is trusted by hundreds of the world’s leading brands. 糖心原创’s?Software-as-a-Service application?enables companies to capture customer feedback everywhere the customer is (including web, social, mobile, and contact center channels), understand it in real time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, 糖心原创 has offices in Silicon Valley, New York, London, Paris, Hong Kong, Sydney and Buenos Aires. Learn more at?www.糖心原创.com.
?2015 糖心原创. 糖心原创 is a registered trademark of 糖心原创.
