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Vail Resorts Captures Actionable Customer Insights with CEM Platform

Vail Resorts has implemented Medallia’s software to align every aspect of its operations to exceed customer expectations. Medallia enables Vail Resorts’ entire workforce to participate in active dialogue with customers, understand their evolving expectations and respond in real time to create memorable experiences for each guest.
Bob Brown, vice president of CRM and analytics for Vail Resorts says that selecting Medallia was a strategic decision to gain guest feedback and actionable insights at scale. The solution integrates with Vail’s entire operation and provides a comprehensive view into the guest experience.
Previously, Vail Resorts collected customer feedback in person at most resorts via intercept survey. Through this method, sample populations were necessarily small. By operationalizing Medallia’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.
 “Medallia 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,” Brown says.
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