Many years ago, my wife and our two youngest children were going through security at Paris Nord en route to the UK via Eurostar. As we descended an escalator I noticed my son, aged around 5 or 6, in animated discussion with a stranger. Although not such a stranger, for it was Gwyneth Paltrow.
The actress and entrepreneur is in the limelight at this time for a different chance encounter. Apparently a retired optometrist and she collided on the slopes of Park City, Utah some years ago. In his version of events the chance encounter with the star of “Sliding Doors” resulted in “permanent traumatic brain injury, 4 broken ribs, pain, suffering and loss of enjoyment of life”. He claims she knocked him out, she counterclaims that he skied into her from behind.
Whatever the truth of the matter, ski collisions are sadly all too common. My wife, my kids and I have all been hit at one time or another by skiers either out of control or ignoring signage. Fortunately none of us experienced the life-changing injuries the retired optometrist claims to have experienced, but it put my wife off ever skiing again.
But what is the legal position? Keith Dean, at Pennington Law outlines this in an article at his company’s web site. He notes that the situation will differ from country to country , but that FIS guidance is always relevant. He states that, from a lawyers or an insurers perspective, the most useful FIS rule is:
Identification – every skier or snowboarder and witness, whether a responsible party or not, must exchange names and addresses following an accident. Where an independent witness has given your insured their name, every effort should be made to contact them and take as full a note of their evidence as possible.
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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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Young ski instructors drinking outside Le White Pub as snow fell at the upmarket resort of Flaine this week were united in the condemnation of the “cult of speed”.
So reports the Times, from behind a paywall, on the reaction to recent deaths resulting from ski collisions.
Already this month there have been two high profile fatalities in the French Alps. A five-year-old British girl was killed in a what an eye witness described as a ‘high-speed’ collision whilst in ski school on a blue run above Flaine. And a famous French actor, Gaspard Ulliel, died when he collided with another skier at La Rosière.
So is skiing an inherently dangerous sport?
For many people, a lot of the pleasure of snow sports is pushing personal limits. However, this is not a solo sport. There is a duty of care to other people. I have too often seen people on the slopes who do not seem to moderate their speed sufficiently on crowded slopes. What are the guidelines?
The FIS has set explicit rules on ski slope behaviour.
They begin by stating that “a skier or snowboarder must behave in such a way that he or she does not endanger or prejudice others”. The rules go on to say that every skier or snowboarder must be in control. “He or she must adapt the speed and manner of skiing or snowboarding to his or her personal ability and to the prevailing conditions of terrain, snow and weather as well as to the density of traffic. ” Pretty explicit.
However I’ve had people tell me that ski accidents “just happen”, that they are a part of the sport. I disagree. I think a lot of skiers and snowboarders go as fast as the best conditions they can expect allow. And then the unexpected happens. There’s an icy patch. A skier ahead takes an unexpected line. A misjudged manoeuvre is taken at the limit of the skier’s competence. The decision to push your limits is a choice you can make, but not if you are sucking a stranger into sharing the consequences.
And the more people on the slopes, the higher the likelihood of a misjudgement impacting other people. I often ski at off-peak times. There is nothing more enjoyable than hurtling down a pristine slope as soon as the lifts open, with an empty piste ahead of you. But on a busy spring afternoon, I am often aghast as I see someone weave through a crowded throng of mixed ability adults and children as if there was nobody else about.
The FIS rules make clear the responsibility of the uphill skier or snowboarder to people downhill of them. “A skier or snowboarder may overtake another skier or snowboarder above or below and to the right or to the left provided that he or she leaves enough space for the overtaken skier or snowboarder to make any voluntary or involuntary movement. ” An overtaking skier should always allow for the downhill skier to do the unexpected.
To be able to ski fast on crowded slopes, some skiers choose a narrow line along the edge of the piste. I wonder if that was the circumstances of the little girl’s death? By all accounts the skier was very experienced, a local volunteer fireman. The little girl was possibly nervous about making a turn and the uphill skier may have already anticipated where he expected her to turn. I can only conjecture. But I have no doubt it was completely avoidable.
The importance of personal responsibility towards downhill skiers and snowboarders is emphasised by the FIS: ” A skier or snowboarder coming from behind must choose his or her route in such a way not to endanger skiers or snowboarders ahead “. In other words, when you overtake you need to have evaluated the situation such that you can eliminate the likelihood of collision and are sufficiently in control to complete the manoeuvre safely.
I can’t count the number of times I have seen people approach lift queues too fast and crash into the queue. Why does it happen? Usually from a failure to appreciate that the snow conditions near a lift may be different from the snow conditions on the slope above. And approaching a bunch of people far too fast.
Other FIS rules requires skiers and snowboarders to respect all signs and markings, enter or cross a marked run carefully, look behind before setting off and avoid stopping on narrow places or where there is restricted visibility. I see these rules broken all the time. I remember well my four year old daughter getting wiped out, fortunately without harm, by a skier who thought a no entry sign didn’t apply to him.
Because skiing is a sport that only requires an investment of money to participate in it, there is little opportunity to ensure there is a common understanding of the “rules of the game” or how they should be interpreted. Should they be better publicised and policed. I like that rules are not enforced in a heavy-handed way, but don’t the resorts carry a responsibility to ensure their patrons ski safely?
The Times makes some observations on addressing the dangers of the ski slopes:
There are now calls for more speed cameras and “traffic lights” to be installed on busy slopes, with complaints that high-capacity ski lifts and the construction of holiday accommodation has led to dangerous overcrowding on some pistes.
Should there be speed cameras and traffic lights? I am not so sure about speed cameras. My preference would be to have more “slow slopes” and informal controls, such as have ski instructors remind speed merchants to moderate their speed. I remember when I skied in Vail they had barriers with a spotter behind them encouraging people to slow down. That seemed to strike a reasonable balance.
Traffic lights could either be at the top of a slope or at the lifts, the latter being the most practical, even if it is somewhat of a blunt instrument. Limiting the number of ski passes issued at times of high demand would be unpopular, but effective at reducing crowds on the slopes.
There are times when some ski slopes are simply too busy to accommodate the volume of people on them, especially given the level of indiscipline and excessive speed of some skiers and snowboarders. If resorts choose to allow skiers and snowboarders to have passes issued in such number that the risk of injury in the prevailing conditions is greater, I think they carry responsibility for mitigating the consequences.
The skier who killed the little girl has now been charged with her manslaughter. I do ask myself whether the resort shares some culpability by not doing enough to create a safe environment. Is it to be considered part of the sport that excessive speed around children is acceptable?
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 bestdigital 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.
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.
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.
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.
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.
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.