The Importance of Delivering Consistent Customer Experiences

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Customer Strategy
Customer Experience
By most measures, this has been a rough winter for U.S. ski resorts. Across the continental U.S., snowpack is well below average and warm temperatures have made it tough for resorts to make and retain man-made snow. Finding a mountain with even fair conditions has been a real challenge, especially in the Northeast. But past experiences recently led me to a ski resort where I knew I could count on good conditions. And I wasn't disappointed.

By most measures, this has been a rough winter for U.S. ski resorts. Across the continental U.S., snowpack is well below average and warm temperatures have made it tough for resorts to make and retain man-made snow. Finding a mountain with even fair conditions has been a real challenge, especially in the Northeast. But past experiences recently led me to a ski resort where I knew I could count on good conditions. And I wasn't disappointed.Located 2.5 hours north of Manhattan, Hunter Mountain used to promote itself as the "snowmaking capital of the world" and it continues back up its reputation for delivering solid snow conditions. This season, fans of Hunter's Facebook page have regularly posted that conditions there have been solid. These comments and my previous experiences at Hunter helped convince me to go there instead of some other resorts I was considering.

Obviously, good trail conditions are critical to ensuring a successful skiing/riding experience. But for me it's not the only factor. A few years ago, Hunter also began offering a free service for skiers and riders to check their skis and snowboards before entering the lodge. This is a wonderful, customer-centric service and one that provides peace of mind for anyone who's concerned about the safety of their equipment.

Hunter has continued to invest in other improvements for its customers, including a new high-speed lift it added to the Hunter West section of the mountain prior to this season. One of the raps against Hunter in the 1970s and 1980s was that it got too crowded. Forty-five minute lift lines were common then. Now, with high-speed chair lifts located throughout portions of the resort, I've never had to wait more than 10 or 15 minutes for a chair lift even on weekend visits.

People often talk about the importance of providing customers with consistent experiences across the different channels they use. I thought a lot about this during my visit to Hunter. And while I intend to visit other ski resorts I've come to enjoy, I also know that the consistent experiences I've come to expect from Hunter will continue to bring me back as a return customer.

Are there companies that have earned your patronage by delivering consistent experiences? We'd like to hear about them.

EXPERT OPINION
EXPERT OPINION