SAM Coverage
Kendra Scurfield, VP, Marketing, Brand, and Communications, Banff Sunshine Village, Alberta
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Positive Friction
So-called frictionless service may not be all it’s cracked up to be. Over the past decade, business consultants have touted the necessity of “frictionless” customer…
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The Power of Personality-scaping
How to turn your mission, voice, and story into a mountain brand that stands apart in a world of sameness. For guests traveling from near and…
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Grandma’s A Ripper, Too
Why and how to embrace intergenerational participation in resort marketing. Visitation to ski resorts worldwide is composed of six (soon to be seven) generations.…
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The Service Recovery Paradox
Strategies to recover negative customer experiences, turning potential naysayers into loyal customers. When was the last time you had a truly remarkable experience as…
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The Basics of Internal Communications
Tips and tools to help dial in your electronic communications with staff. The word communication is derived from the Latin verb communicare, meaning “to…