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A World Class Guest Experience: Elevating the Rocky Mountaineer guest experience to world class

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Challenge

Rocky Mountaineer is a luxury rail vacation provider operating in the Canadian Rockies, specializing in daylight tours throughout the beautiful and majestic mountain ranges.  Their Long Range Strategic Plan identified Guest Experience as a key Opportunity Area.  Sklar Wilton & Associates was asked to work with the Guest Experience team and help them  formalize a plan to move their already great experience to World Class.

Solution

Through a series of facilitated workshops leveraging case studies of other successful experience brands (Disney, Starbucks, Four Seasons) Sklar Wilton & Associates helped the Rocky Mountain team re imagine their guest experience.  Using a movie theme analogy “what would be remembered or remarked upon” each “scene” of the customer journey (pre, during, post) was evaluated and re imagined in detail.  The sessions successfully engaged the imagination of the Guest Experience team who identified hundreds of ideas and opportunity areas culminating in a multi year plan which received Executive team approval.

Result

Rocky Mountaineer has since gone on to win many awards including but not limited to “One of the World’s Greatest Trips” from National Geographic, “The Best Train Experience in the World’ from the Society of American Travel Writers and most recently the 2017 “Private Business Growth Award Winner.” Rocky Mountaineer has grown by double digits each year attracting both Canadian and International travelers. To top it off, Peter Armstrong, Founder and CEO, has since been inducted into the Business Laureates of British Columbia Hall of Fame.

Company profile

Sklar Wilton & Associates

Toronto, Ontario, Canada
Telephone: 416-488-6422
Email: info@sklarwilton.com
Website: http://www.sklarwilton.com/
About Sklar Wilton & Associates: Sklar Wilton & Associates applies strategic advisory services and marketing research and analytics to solve tough business challenges.
http://www.sklarwilton.com/

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