Medallia Lifts Vail Resorts to Higher Elevation in Customer Experience

Leading mountain resort operator implements scalable CEM platform to capture immediate and actionable customer insights.

PALO ALTO, Calif. — December 15, 2015 — Medallia, the global Customer Experience Management (CEM) leader, today announced that premier mountain resort company Vail Resorts has implemented Medallia’s software to align every aspect of its operations to help exceed guest expectations. Medallia 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 Medallia 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 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.

“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. “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.”

“We’re delighted that Vail Resorts chose Medallia 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 Medallia. “Vail Resorts is an established leader in luxury destination travel known for its commitment to creating unforgettable moments for guests. Medallia will only further embed the customer voice throughout its guest-focused culture and operations.”