A World Class Guest Experience: Elevating the Rocky Mountaineer guest experience to world class
Posted January 23, 2018, Sklar Wilton & AssociatesCase study
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.
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.
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.