EX vs. CX

EX vs. CX

Here comes one of those articles I write and know there is a good possibility that I am going to annoy many readers. In keeping with my strong advocacy of employee engagement, well-being/happiness as the keys to success, I am sharing an article from strategy + business, http://www.strategy-business.com/blog/Why-Net-Promoter-Score-is-past-its-prime, that explains the risk of overplaying the value of NPS scores.

The article provides insight through some great links to much more detailed information about the connection of employee experience to customer experience. Don’t get me wrong, I fully support getting feedback from customers, but I have gotten the impression in talking to ski areas that some advocate how great their NPS scores are, but yet in talking with the area’s employees, I walk away with the feeling something is broken. This happens too often. The question in my mind is NPS asking the right questions or enough questions.
Getting customers to provide feedback is a challenge for sure and the most important thing to acknowledge is that NPS is a lagging indicator. It is looking back, not forward. The result of the experience has to be reviewed for sure; however, if we could fully understand the customer’s expectation before they arrive, we’d be much better prepared to meet those expectations.
In our industry, there are only a few who can really leverage the world of big data to gain insight into the expectations of future guest, but the day will come when all of us will be trying to establish what is the return on experience, ROX. I will continue to argue that success can be gained by a focus on the employee and the employee experience, EX, first and the customer experience, CX, will benefit and as EX improves so will CX.
Try it, you will like it.

Data and Information

Database of record: Centralized and organized data assists in recognizing and evaluating patterns, resulting in more thoughtful planning and informed predictions.

Rapid, intuitive retrieval of current and historical data (accessible on or offsite) improves decision making at all levels of management.

Simple report generation.

Reduces risk and potential lawsuits.

Supports visualization of current and future mountain infrastructure (e.g. Gazex explosives locations, forest thinning, designing new runs, parking, etc.).


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Ski Patrol

  • Ease of real-time data entry (no more logbooks or spreadsheets!).
  • Use of common language allows for consistent communication and information sharing.
  • Increases safety by minimizing accidents through pattern analysis of incidents.
  • Accident Investigation and Risk Management.
  • Snow Safety (Ski Patrol) Training.

The web and mobile application suite will provide editing and data collection tools for mapping incidents (wrecks, accidents) of any kind.

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Avalanche Module


Ability to document, track and analyze slope conditions with one tool.

Ease of real-time data entry (no more logbooks or spreadsheets!).

 Centralized and organized data assists in recognizing and evaluating patterns, resulting in more thoughtful planning and informed predictions.

Provides detailed current and historical weather patterns for visualizing/predicting.

Saves money through more precise use of explosives. 

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The dispatch and risk module leverage Esri’s Survey 123 for ArcGIS, providing an intuitive survey-form, data-driven workflow for point feature collection and reporting. Data collected with SmartMountain Survey apps, which are available for both web browsers and native desktop and mobile apps for standard operating systems, are integrated with one or more SmartMountain modules, providing real-time or disconnected and later synchronized workflows for data collection and integration.

Each ski resort decided what they wish to display on the Dispatch Dashboard including on-hill incidents, walk-in incidents, on-hill refusals,  missing persons, work details for different departments, ski patrol rosters for the day, clearances, and sweeps.

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  • Logs for Lift Maintenance, Lift Operations, and Groomer inspections, as well as building inspections.
  • Logs can record data and signatures, can record stops, station assignments.
  • Logs are tracked by calendar.


  • Management review made easy through the use of Excel – reviewing a major grouping of assets or a single component of an asset such as a drive or a gearbox.
  • All information related to a system(asset) is in one place whether it be a lift inspection report, a manual, oil analysis, a service bulletin, or a letter from a vendor.


  • Every user has a unique dashboard.
  • Dashboards can be customized to reflect a user’s specific needs.
  • Quick access to the status of work and cost .


  • The schedule function in MountainOffice provides for detailed instructions by task, recording of data such as the temperature of a gearbox, and service bulletins.
  • All schedules can have a time or counter trigger.