Case Study: Aspen Skiing Company improves guest experience with Slalom

Creating a world-class guest Experience

Aspen Skiing Company (ASC), operator of the Aspen Snowmass resort, sought to raise the bar on its world-class guest experience. The company wanted a deeper understanding of the customer journey, specifically focusing on pain points within the in-person planning, booking, and on-mountain experience. To achieve this, they engaged Slalom to conduct intensive customer experience research.

Slalom implemented a four-week experiential study, conducting interviews with 160 guests and staff. The team built detailed customer journey maps that revealed a key insight: outdated technology was a significant stressor for employees who were working around system limitations to serve guests. The research provided ASC with a stack-ranked list of recommendations, giving them the necessary artifacts to secure internal funding for improvements and reduce employee friction, with the huge potential impact of solidifying their status as a premier destination.

Aspen Skiing Company

John Lilley

Vice President of Technology