SAM Coverage
Customer Service
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Mountain Spy :: May 2024
Staffers struggle with an unusual question: “Can I grass ski at your resort this summer? I have my own equipment. There are some questions…
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How Does That Make You Feel?
Emotional engagement, a new guest experience research frontier. Emotion is the new frontier in guest experience research and management. Resorts, and businesses of all…
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Mountain Spy :: March 2024
A topic for our times—”Do you allow backpack speakers?”— from two perspectives: a lover and a hater. There are many polarizing topics in the…
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Mountain Spy …… January 2024
A question on free lessons. We were surprised, and disappointed, at how impatient and disinterested staff members—including those in snowsports school—were when talking to…
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Mountain Spy :: November 2023
A question on emotional support animals. This story is from the SAM print archive Subscribers can read the full digitized article online —…
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Mountain Spy :: September 2023
Hiking at a resort. Hiking is a great, free activity to offer your guests that leverages your beautiful natural environment. So, you can imagine…
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Mountain Spy :: July 2023
Your mountain likely holds a very special place in the hearts of many people, and some may desire it to be their eternal resting…
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Mountain Spy :: May 2023
Will there still be corduroy if it’s snowing? When the Spy picked up the phone in spring to begin this mission, historic snow totals…
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Mountain Spy :: March 2023
“Can I come just to ride the lift?” While scenic chairlift rides have long been a staple summer activity at mountain resorts, the same…
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How Can I Help You?
Ski areas are enhancing customer service—and collecting valuable data—with smarter, more guest-friendly AI-led chat platforms. Got customers calling about pass prices? There’s a bot…
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Mountain Spy :: January 2023
Can I work from the mountain? While many adults are headed back to the office, the work from home trend (and generally more flexible…
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Mountain Spy :: September 2022
The Best and Worst of Spy It may be SAM’s 60th this year, but our beloved Mountain Spy is celebrating a big birthday, too:…
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Mountain Spy :: July 2022
THE QUESTION: “WILL MY 80-YEAR-OLD GRANDPARENTS BE ABLE TO DO YOUR SCENIC LIFT RIDE?” Summer draws an entirely different crowd to the mountains than winter. Summer…
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Mountain Spy :: May 2022
THE QUESTION:“Can my family and I camp on your mountain this summer?” Booking trends show that mountain destinations will remain very popular with travelers…
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Mountain Spy :: March 2022
“Is there a way to avoid lines at your ski area?” This story is from the SAM print archive Subscribers can read the…
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Mountain Spy :: January 2022
The Question: How long does it take to go through your equipment rental process? Rental operations at many ski areas underwent significant changes last…
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Mountain Spy :: November 2021
Can I warm up in the lodge this winter? This story is from the SAM print archive Subscribers can read the full digitized…
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Reinventing Guest Services
Digital adoption and operating changes have revolutionized customer service, improving the lot-to-lift process for guests and staff. After a winter of changing rules,…