St Moritz Revisited

St Moritz Dorf at Night

Over the years I’ve been fortunate to ski in St Moritz several times, but it is a few years since my last visit. If you are planning a ski trip in mid-December this limits you to a handful of resorts, and – faced with that prospect – I plumped for the oldest of winter vacation destinations.

Skiing from the top of the Signal Cable Car

St Moritz sits in the heart of the Upper Engadin, a valley whose river becomes known as the Inn in Austria before flowing into the Danube. The town itself comprises a section known as Dorf and one known as Bad. It’s in a pretty setting and has a small mostly pedestrianised centre in Dorf which is characterised by a couple of very upmarket hotels and a number of luxury goods stores.

St Moritz Bahnhof

The main railway station, with its narrow gauge railway lines of the Rhaetische Bahn, connects the town to Chur, Landquart and Tirana (in Italy). The train to Tirana also stops at Celerina, which has valley runs off the main Corviglia ski area, Pontresina, with access to extensive cross-country skiing, and Diovalezza and Lagalb, which offer limited but worthwhile downhill skiing.

Looking across from Corviglia towards Corvatsch

A reliable bus service connects St Moritz Dorf with the main Signal Cable Car and the Funicular Railway for the Corviglia ski area, as well as the aforementioned ski areas, additional cross country skiing and the Corvatsch downhill slopes at Surlej.

Ovaverva

Another notable stop on the bus network is the new sports complex, Ovaverva. This comprises a number of pools, a spa, a restaurant and a cross country ski facility.

Outdoor pool at Ovaverva

One of the great things about St Moritz is there is so much to do apart from downhill skiing. The town became the first winter tourism destination in the world back in 1864, before downhill skiing became popular, and winter tourists have been able to enjoy a wide range of distractions ever since.

The famous Cresta Run

Aside from the world famous hotels such as Badrutt’s Palace, the Kempinski and the Kulm, St Moritz has a wide range of mid-priced and affordable accommodation. My favourite is the wonderful youth hostel in Bad, on the end of the #9 bus route from the station. It has a bar and a cafeteria and a wide range of rooming options – from dormitory and family rooms through to en suite.

Youth Hostel

The resort report is here: St Moritz

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The Russian Invasion of the Alps

Anybody skiing in the Alps in the last twenty years can’t but help notice the large number of Russian tourists. Whether it is hearing Russian spoken in the resorts or Cyrillic estate agent listings, the Russians had clearly taken to the Alps in a big way since the fall of the Iron Curtain. But this was a popular invasion.

The Russian influx was welcomed in particular by the ski resorts. Wealthy Russians weren’t shy about buying chalets and luxury items. Russians also filled the quieter ski period in January because it coincided with the Russian Orthodox Christmas vacation season. Courchevel in January, in particular, is usually awash with Russian billionaires, their entourages and their dosh.

Resorts saw a downturn in the number of middle-class Russians after the first Russian invasion of Ukraine in 2014. However it did not affect the oligarchs who continued to flood in to the Alps, even though the resorts were sometimes less welcoming to the oligarchs than hitherto. In 2018 Roman Abramovich, the owner of Chelsea football club, applied for, but was denied, residency in Verbier. Swiss police arrested Russian businessman Vladislav Klyushin on his way to Zermatt in 2021, and extradited him to the USA on charges of commercial espionage.

None the less, in the winter season 2018/19 Russians spent 140,000 night stays in hotels in the French Three Valleys resorts alone. Switzerland had 195,000 Russian night stays in the same season, with the main destinations being Verbier, Zermatt, St Moritz and Davos. Resorts in the Tyrol such as St Anton and Ischgl were particularly popular with a segment of the Russian market who liked the extensive pistes and hard core apres ski. Despite a small dip in 2014/15, luxury chalets in the main ski resorts continue to be purchased by wealthy Russians, or on behalf of wealthy Russians.

And it is not only wealthy and middle class Russians who enjoy the Alps. Le Monde established that Russian spooks have long favoured the Haute Savoie as a base for targeted assassinations around Europe, including that by the agents who planned the UK poisoning of ex Russian intelligence agent Sergei Skripal and his daughter in March 2018.

Outside the Alps the Bulgarian ski resorts, such as Borovets and Bansko, have always been popular winter destinations for Russians. Before the Iron Curtain came down, I met many Russians in my ski trips to the country. There is a strong cultural bond between the people of Russia and the people of Bulgaria, and skiing in Bulgaria is significantly cheaper than Alpine ski resorts. Consequently Russian tourists have continued to flock to Bulgaria for winter sports even after the Iron Curtain came down and opened up the Alps as a ski destination. In the 2021/22 season Russian tourists came in even larger numbers because Bulgaria recognises Russian-made COVID vaccines.

The invasion of Ukraine by the Russian military in February 2022 has changed everything for Russian winter tourists. For the foreseeable future, it is going to be impractical for Russians to get to the Alps, and – in any case – not affordable for many of them as the rouble plunges against the Euro and the Russian economy goes into recession. For Russian tourists on holiday in Europe and caught unaware by the invasion, the sanctions from the EU and Switzerland have left tens of thousands stranded in European ski resorts. Middle class Russians face an expensive trip home since all flights out of the EU to Russia have been grounded. Additionally many ATMs and  establishments will no longer approve Russian debit and credit cards.

Switzerland has long been a popular destination for the wealthy, but their presence is no longer as welcome as it once was. The 2022 Verbier Festival has cancelled all Russian artists and the Music Director, Valery Gergiev, a prominent Putin apologist, has been asked to resign. Aligning with EU restrictions, eight Russian oligarchs resident in Switzerland with close ties to Putin have received travel bans. Many oligarchs will see their chalets sequestrated. At least a dozen private planes owned by wealthy Russians are stranded at Basel airport. Billions of dollars worth of assets managed or held by Swiss banks on behalf of wealthy Russians have been frozen.

Still, Belarus, North Korea, Syria and Eritrea remain friendly to the Russian regime and will no doubt welcome winter tourists from Russia – although the skiing options are limited. But there’s always Sochi, where the biggest ski resort, Krasnaya Polyana, has 102 km of piste and still serves Russian vodka.

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Customer experience: how important is it?

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Customer engagement,Email marketing

Customer experience (CX) is super important to the success of your business. A positive experience stays with you. Equally, so does a bad one. To start delivering exceptional experiences, it’s import we understand what makes one. Read more about the best digital experience platform.

What is customer experience?

CX is the customer’s perception of your brand, based on their interactions with your business.

That means, every single interaction with your brand, from email marketing and website visits, to the purchase process, a tweet on social media – all of these interactions will contribute to their impression of your brand.

Everything you do impacts your customers’ perceptions – so every touchpoint matters. A good experience will leave them wanting more. A bad experience can drive them away forever.

The perception of your brand that customers take away from their experience with you will ultimately impact your bottom line. So getting it right is essential.

What’s the difference between customer experience and customer service?

As brands recognize the importance of customer experience, there can be some confusion about where it belongs in your business. Most brands have a customer service department responsible for interacting with customers. As a result, customer experience should sit with them, right? Unfortunately, it’s not that simple.

Customer service relates only to specific touchpoints where customers receive or request assistance. For example, when a customer calls an operator to cancel an order or emails a service provider. As customer experience is based on all interactions with your brand, customer service is effectively a part of it.

If you’re planning on adding a specialist CX team to your business, it’s important to remember that they are involved with far more than just the customer service team.

Customer services team image

Why is customer experience important?

We’ve already mentioned that customer experience can affect your business’s bottom line. Delivering an exceptional customer experience offers a range of benefits for your business:

  • Increased customer loyalty – when a customer trusts your brand, they’re going to return time and again.
  • Better customer advocacy – loyal customers are more likely to become brand advocates, sharing their experience with friends, family, and colleagues.
  • Longer customer retention – whether your buying cycle is long or short, a good experience will keep your brand at the top of customers’ minds when buying decisions need to be made.

How to measure customer experience

Customer experience can only be optimized and improved when you can measure your current success. As CX is based on customer perception, you need to gather insight from your customers.

  1. Reviews and ratings
    Requesting reviews and ratings of products and services is essential. Not only does it help product development, but it also helps you identify products or services that are failing to meet customer expectations.
  2. Unsubscribe survey
    Surveying customers when they unsubscribe from your email marketing will help you pinpoint reasons for customer churn. Churn is inevitable, but if you understand the reasons behind it, you can begin to optimize the customer experience to lower the churn rate.
  3. Customer satisfaction surveys
    You should regularly be sending customer satisfaction surveys to your database. You’ll increase your chances of getting responses if you incentivize your surveys with gift vouchers, but they’re a great tool to understand your customers. In these surveys, you can ask shoppers about anything ranging from website experience and opinions on new product launches using intelligent survey branching to create unique customer pathways.
  4. Customer service feedback
    Analyzing the feedback you receive from your customer service operations is also very helpful. If you use a support ticket system or ask qualifying questions you can reveal recurring issue among your customers. The ultimate goal is to reduce the number of tickets, calls, or live chats that are logged with your customer service teams.

4 tips to improve your customer experience

When strategizing to enhance customer experience, marketers frequently prioritize areas such as websites, automation, and social channels. However, it’s crucial not to overlook certain quick-wins that can make a substantial impact. For instance, optimizing content to attract TikTokviews from the UK is a valuable tactic that aligns with the broader goal of providing a seamless and engaging experience for your audience. By tailoring your content to resonate with the audience, you not only enhance your visibility but also cater to the specific preferences and interests of this demographic, contributing to an overall improved customer experience. Click this link here to see more.

Customer experience is important

Customer experience is important – that much is clear. Creating remarkable experiences will keep customers coming back, and if you’re really smashing it, advocating for your brand too. The more trust and loyalty you can develop with every interaction, the more the customer will spend with you, as you continue to meet their needs and expectations.

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Swiss Winter Sports in 1925

Skijoring on the lake at St Moritz 1925

Although I have been skiing for over 50 years, I don’t have a great sense of it changing much since I first tumbled down a Scottish mountain. OK, we did wear some uncool ski outfits back then, nobody snowboarded and there were a higher proportion of surface lifts. But I don’t remember it being so different. Largely the same resorts and the same vibe in them.

Track back another 50 years, and what was often called ski running involved very long wooden skis, one stick and a pair of stout leather ski boots. And it was by no means the major attraction for people visiting the Alps in winter.

I’ve been reading “Things Seen in Switzerland in Winter”, written by Charles Domville-Fife in 1925. He writes that interest in visiting Switzerland was divided between those for whom it was termed “The Playground of Europe”, and those who went hoping to recover from tubercolosis.

Until 1946 there was no effective medication to treat tubercolosis, a disease that killed as many as one in four people in England in the 19th Century. Swiss mountain air and sunshine achieved a remarkable recovery rate in the clinics that sprung up in hitherto sleepy hamlets like Davos and Arosa in the late nineteenth century. And the therapeutic benefits were enjoyed as much, or even more, in the winter.

St Moritz had also become a popular destination for its winter sun and the many diversions organised in the sophisticated hotels there – the hotelier Badrutt taking a lot of credit for popularising winter holidays in the Engadine. In 1873 for the first time St Moritz recorded more winter visitors than summer ones.

One English visitor to Switzerland in the late nineteenth century was Sir Arthur Conan Doyle, who stayed in Davos where his wife was recuperating from tuberculosis. Ever impatient to be doing something, he imported some skis from Norway (where skiing had long been a practical means of transport) and became the first person to ski from Davos to Arosa – still a popular back country route. In 1893 he wrote an article in the English press of his experiences and helped popularise what was to diverge from Norwegian ski techniques to become what we now know as the sport of downhill skiing.

Skiing was by no means the only winter sport that became popular in Switzerland. Domville-Fife records that skating was introduced as a winter sport in 1876 (from England), curling (from Scotland) in 1882, tobogganing (from Canada) in 1884, ice hockey (also from Canada) in 1992 and the quaint sport of skijoring (from Scandinavia) in 1906.

In the second half of the nineteenth century Switzerland benefitted from a growing electrified rail system, opening up destinations such as the new sanatoria in Montana and Leysin, and new winter sports destinations like Klosters, Celerina, Grindelwald, Wengen, Murren, Gstaad, Villars, Engelberg and Andermatt. Adelboden later emerged as both a health centre and a ski destination, with the world’s first winter sports holiday package organised by Sir Henry Lunn in 1903. Outside of Switzerland, Chamonix and St Anton – both with rail links – were early adopters of sport skiing, St Anton claiming to have founded the first ski club in 1901.

Skiers demonstrate Telemark, Jump Turn and Christiana in St Moritz 1925

Most of the new winter sports were introduced by the British, but soon became popular with the Swiss and visiting Germans. The opening of the cog railways in winter in Grindelwald, Wengen and Villars are attributed to British requests that they be available outside the summer timetable.

It’s noteworthy that, at this time, British tourists tended to come over only in December and January, and what we now largely associate with the peak winter sports period was left to the locals. Domville-Fife declares that “at nearly all the best known resorts the predominance of British people during Christmas and New Year festivities is usually so great that even the Swiss themselves are scarcely seen. It is during this period and for about five weeks afterwards that a sojourn at any of the winter sports centres becomes one of the most delightful experiences of life”.

Domville-Fife, writing in 1925, doesn’t mention a single ski destination in the canton of Valais, now probably the pre-eminent ski region in the world. Champéry, in the Portes du Soleil did not have its first lift access to the slopes until 1939, Verbier’s first lift arrived in 1946, Saas-Fee a popular summer spa destination did not have road access until 1950 and Zermatt, although it has had the Gornergrat cog railway since 1898, was primarily known as a summer destination for climbers, and did not open the railway to the summit during the winter season until 1941. Only Montana (later Crans-Montana), had adopted skiing by 1925, following the opening of the funicular railway in 1911. However the village was still mostly popular for its sanatoria and, from 1906, for golfing.

Skijoring, meanwhile, has its adherents but has achieved only a limited popularity. Although my Swiss mother-in-law recalls skiing to school on skis, I don’t think it looks anything like this today at Aiglon College!

Switzerland - school in the sun 1925.
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