ORDA - A Catalyst for Upstate New York The Olympic Venues in the - - PowerPoint PPT Presentation

ORDA - A Catalyst for Upstate New York

The Olympic Venues – in the Adirondacks

• Mt. Van Hoevenberg and Gore XC

Hospitality and Guest Experience

Loyalty Drives Repeat and Referral Business, which Drive Business Performance ORDA uses the Net Promoter System

Hospitality and Guest Experience

Hospitality and Guest Experience

Increased Repeat Guests Increased Visit Frequency Increased Spend Per Guest Increased Word-of- Mouth Increased Positive Online Reviews

Improved Business Results

Emotional Engagement Increased Satisfaction Enhanced Guest Experience

Higher Loyalty

Satisfaction vs Loyalty

Satisfaction is about the past Loyalty is about the future

Satisfaction is about what you do for your guests Loyalty is about what your guests do for you

3 Loyalty Categories

Loyal enthusiasts who continue to frequent your resort and urge their friends to do the same. Satisfied but unenthusiastic guests who can be easily wooed by your competitors. Unhappy guests who will not return and will tell others about their experience.

Net Promoter Score - NPS

Net Promoter Score - NPS

38% 48% 43% 47% 37% 54% 0% 10% 20% 30% 40% 50% 60% Quality of Grooming Trail Signage Overall Trails and Terrain

Cross Country Skiing

2016-17 2017-18

Net Promoter Score - NPS

57% 71% 71% 71% 67% 33% 83% 33% 33% 57% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Menu Variety Staff Friendliness/Helpfulness Quality of Food Quality of Service Overall Experience/Satisfaction

Loppet Lounge

2016-17 2017-18

Comments

• Ran out of classic skis, had to use skate.
• It was excellent. Rentals were easy.

Staff was informative. Lessons were very helpful. Only negative was the lack

• f snow in February but the staff made

the best of it and was still a good experience.

• Had Ken and he was so helpful and

amazing

• The cross country ski instructor was

very good and friendly. We expected and would have liked to do more actual cross-country skiing on the green trails during the lessons. Less talking and more skiing would have been better.

Real-time Feedback from Guests

Net Promoter Score - NPS

WHITEFACE GORE BELLEAYRE

ORDA Mountains Annual Revenue

2015-2016 2016-2017 2017-2018

67% 77% 68% 72% 80% 71% 73% 80% 75% WHITEFACE GORE BELLEAYRE

Likelihood to Recommend Mountain

15-16 16-17 17-18

Net Promoter Score - NPS

73% 80% 75% 71% WHITEFACE GORE BELLEAYRE COMP

Likelihood to Recommend Mountain Resort

56% 65% 56% 57% WHITEFACE GORE BELLEAYRE COMP

Overall Ticketing Process

Guest Experience #1

“Now with social media and the connected environment we live in, a good experience can lead to thousands of connections and a negative experience can lead to potentially more….Customer Experience better be at the top of your list when it comes to priorities in you organization.”

• Steve Cannon, CEO Mercedes-Benz USA
• Companies that excel in the customer experience grow revenues 4% - 8% above their market.
• 89% of consumers have stopped doing business with a company after experiencing poor

customer service.

Sources: Bain & Company and RightNow Customer Experience Impact Report

Spring 2019