Back in September we reported on Crystal Ski’s plans to take digital customer service to a new level.


Impressive and ambitious, but realistic?

At the time, we were impressed, but dubious about how realistic some of their plans were.

Crystal revealed that all 700 overseas employees would be equipped with iPads, each featuring bespoke software to deliver ‘personalised and real-time customer service’.

This would include pre-trip calls to guests to help smooth the path on their first few days in resort.

Would resort reps really have the time available to call guests in advance?  Providing all staff with an iPad is all very well, but delivering on those digital commitments might be another story.

Great customer service via Twitter

It is, of course, early days, but we noticed this exchange on Twitter earlier this week that suggests that resort staff are delivering on those promises:


crystal twitter




So far, so good.  Top marks to Crystal Ski for their commitment to this project and we will continue to follow it with interest.