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.
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.
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.
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.
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.
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.
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.
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.
I was working on a project about the history of Arosa and it reminded me it is about time I planned another ski trip there – I think my last must have been about four years ago as my recent focus has mainly been on Vaud and Valais. The Arosa-Lenzerheide ski area is the largest in Graubünden, some 225km of piste and 43 ski lifts. Arosa is a bit of a sprawl, but there is more to the resort than skiing, so around a half of the winter visitors don’t ski at all. In recent decades it has fallen out of favour, but in 2013 a new cable car linking Arosa to Lenzerheide trebled the ski area size and re-established Arosa as a go-to resort for keen skiers – although, on the whole, the slopes are better suited to intermediates than experts. I like the resort, though, and the train journey from Chur is one of the great train journeys in the world.
I am a great fan of the winter sports resorts in Graubünden, and will be spending the Christmas period in the canton. It is probably the most complete ski and snowboard destination in the world, but it caters well for ever type of visitor – including the budget conscious.
This season Graubünden once again has a range of excellent deals. The season starts on 18th October 2014 on the Diavolezza in the Engadine, which celebrates 150 years of winter tourism. On 22nd November, Corvatsch and Corviglia in St Moritz open. Progressively other resorts open, with Arosa, Samnaun, Flims Laax Falera and Davos Klosters opening in November.
A great deal for getting there is the Rhaetian Railway (RhB) offer, “Railhit 2 for 1” in which two people travelling together from Monday to Thursday only pay for one if they are hotel guests or in self-catering accommodation. The offer lasts from 8th December 2014 to 10th April 2014. RailHit is not valid on a handful of special services, including the pass associated with using the Preda-Bergün sledging slope.
For 35 SFr per person per day for visits of at least two nights, a ski pass is included with accommodation at participating hotels in and around St Moritz.
Arosa once again features the “Ski School Included” for youngsters staying in the resort, whereby lessons are available at no charge.
Now linked to Arosa, Lenzerheide gives you a free lift pass if you book a stay at any time between 28th of November to the 20th December.
Up until 21st December 2014 you also get a complimentary ski pass for slopes in Davos Klosters for every overnight stay in a partner hotel in the area. From 20th December until 6th April the resorts are also offering a local insider to accompany you and show you the best of the mountains. Remember also that Ski Club of Great Britain members still can ski or snowboard for free with a Ski Club representative.