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 Emotional Frequency Engagement Improved Enhanced Increased Higher Guest Business Spend Per Loyalty Experience Guest Results Increased Satisfaction Increased Word-of- Mouth Increased Positive Online Reviews

Satisfaction vs Loyalty Loyalty is Satisfaction is about the about the past future Satisfaction Loyalty is is about about what what you your guests do for your do for you guests

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

Net Promoter Score - NPS

Net Promoter Score - NPS Cross Country Skiing 60% 54% 48% 50% 47% 43% 38% 40% 37% 30% 20% 10% 0% Quality of Grooming Trail Signage Overall Trails and Terrain 2016-17 2017-18

Net Promoter Score - NPS Loppet Lounge 90% 83% 80% 71% 71% 71% 67% 70% 57% 57% 60% 50% 40% 33% 33% 33% 30% 20% 10% 0% Menu Variety Staff Friendliness/Helpfulness Quality of Food Quality of Service Overall Experience/Satisfaction 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 of snow in February but the staff made Real-time the best of it and was still a good experience. Feedback from Guests • 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.

Net Promoter Score - NPS Likelihood to Recommend Mountain 80% 80% 77% 75% 73% 72% 71% 68% 67% WHITEFACE GORE BELLEAYRE 15-16 16-17 17-18 ORDA Mountains Annual Revenue WHITEFACE GORE BELLEAYRE 2015-2016 2016-2017 2017-2018

Net Promoter Score - NPS Likelihood to Recommend Mountain Resort 80% 75% 73% 71% WHITEFACE GORE BELLEAYRE COMP Overall Ticketing Process 65% 57% 56% 56% WHITEFACE GORE BELLEAYRE COMP

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