A Note to Ikon CX Leaders

A Better Customer Experience for Ikon Pass Holders

Customers (myself being one of them!) demand a more personalized experience when interacting with brands.

So what does this look like for Alterra Mountain Company?

To take it to the test, I simply logged into my Ikon account and started engaging the with the support center

The Email

Starting out with the fun stuff… I decided to send in an email to the support alias asking when my blackout dates were for this season. Here’s the kicker – I have a full pass, so there shouldn’t be any…

Leon was great and very thorough in his response, but unfortunately, he didn’t have the tools to identify who I was or what sort of pass I had, and the response took six days!

The Call

I was greeted with a voice by DTMF IVR (press 1 for x, 2 for that).

This time, I wanted to see if I could cancel the reservation I had