Can social media improve customer service? Vail Resorts discovers the answer one run at a time

By | October 20th, 2011

When it comes to using technology to improve the travel experience, Vail Resorts is known as one of the most progressive resort companies in America. I’ve interviewed CEO Rob Katz several times about Vail’s EpicMix initiative, and RFID-enabled ticket system that integrates with social media. Version 2 of EpicMix goes live next month, and I thought I’d check in with him to see the progress.

Can you describe what EpicMix is, for those of us who don’t ski or use social media?

EpixMix is a way for someone who is skiing or riding our mountains to seamlessly and effortlessly digitally capture their experience. There’s a lot of research that shows the anticipation and the memory of the vacation is more important than the enjoyment of the vacation. EpixMix is a way to capture that memory and share it with friends and family.

What did EpicMix do for the resorts? I imagine you got some valuable data from it, right?

We, like many destinations, track who you are and where you stay – we have a customer database. But what this added was where you were skiing. There’s some marketing benefit to that. But whether you rode one chair or another isn’t huge CRM information.

But we’ve made a deeper connection. You can go back to our website and look at that information when it’s over, and that allows us to really expand the relationship with the guest and gives us more opportunities to communicate with that guest.

What kind of feedback did you get from your guests after launching the first version of EpicMix?

It was hugely positive. We weren’t sure what the reaction would be. We thought it would have some applicability with some folks who were into social media. But we saw engagement across all age and income demographics.

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People would come up to me and say they were upset because some of their vertical feet weren’t counted. It was just further confirmation that this was something that could connect people. It was the proof – the tall take of the big fish. People want that with skiing.

How did EpicMix affect the way you handle customer service?

EpicMix is about deepening the relationship with a customer. It used to be you skied the whole day and then you left. Now you know where you skied, what the weather was like, and your achievements – and it’s all in one place. To us, that is a game changer. But over time, there are some customer service benefits.

Like what?

It’s a massive customer feedback engine. We get to see all the posts, all the photos. We get to see what people are doing and where they’re going. Last year we had 300,000 Facebook posts out of EpicMix.

That data is of more interest to the guest. We wanted to make it as easy and seamless as possible. We’re trying to make it Apple-esque – easy, well designed, no hassle.

So people will want to come back.

  • Anthstr

    As a coloradan who had the EpicMix-enabled Colorado Pass last year, I can say that it was the coolest thing! Being able to track what lifts you were on and what your daily and combined vertical feet accumulations were was pretty cool; the integration with Facebook was flawless!

  • Really great ideas! So glad you’ve shared what you’re doing in social media. What I love hearing most? “If we can take a photo, and you’re willing to share that photo online, that’s great advertising for us.” 

    Yes! Social media may be a great avenue for sharing YOUR content/promos/self – but when you can gain the fans and advocates who are willing to promote you FOR you – that’s clever thinking! 

    You mention Facebook posts, are you integrating with Twitter also? And are you seeing any mentions of EpicMix that aren’t through the platform itself?

    Jenn Seeley
    Community Engagement – Radian6

  • Sad to admit, but I just don’t get it…It just Geo locates your whereabouts and posts it on Facebook?