Elevate with Robert Glazer Weekend Conversations: Putting Customer Experience First
Jan 18, 2025
The conversation dives into contrasting leadership styles with Vail Resorts facing backlash for poor customer experience, while the Savannah Bananas shine through their fan-centric approach. It emphasizes the shift from hospitality to profit-driven models, risking customer satisfaction and brand loyalty. Discussions highlight innovative methods for enhancing customer engagement in sports and the restaurant industry. The importance of quality hiring and a reimagined sports management approach focused on genuine fan interactions is stressfully addressed.
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Vail Resorts Customer Experience Issues
- Vail Resorts' management of Park City Mountain has drawn heavy criticism.
- Customers experienced long lines, inadequate ski patrol, and poor communication during a recent ski patroller strike.
Ski Industry Challenges and Epic Pass Impact
- The ski industry faces challenges like weather dependency and climate change impacts.
- Vail Resorts' Epic Pass model guaranteed revenue but potentially shifted focus from customer experience.
Shift to Subscription Model
- Vail Resorts shifted from a pay-as-you-go model to a subscription model with the Epic Pass.
- This guaranteed revenue but may have reduced the focus on delivering exceptional customer experiences.