Can social media improve customer service? Vail Resorts discovers the answer one run at a time

When it comes to using technology to improve the travel experience, Vail Resorts is known as one of the most progressive resort companies in America. I’ve interviewed CEO Rob Katz several times about Vail’s EpicMix initiative, and RFID-enabled ticket system that integrates with social media. Version 2 of EpicMix goes live next month, and I thought I’d check in with him to see the progress.
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Thanks to EpicMix, everyone knows what you did last winter

Radio-frequency identification (RFID) technology isn’t new, even to the travel industry. Resorts have been using RFID to help guests keep track of each other for several years.

But I’ve been following Vail Resorts’ new EpicMix application with some interest. As a consumer advocate, any technology that can be used to improve travel gets my attention. And I love the way social media — which is a central part of EpicMix — has the potential to make your vacation better.

At the same time, I’m concerned with the privacy implications of any gadget that knows where you are.
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