How is OnStrategy helping Gunstock Mountain Resort, a New Hampshire destination for skiing, mountain biking, camping, and year-round family events, celebrate the resort’s 80th birthday next season? By helping management and staff transform the culture of operations to focus on the performance of strategy for driving growth and customer experience.
And while Gunstock Mountain Resort’s success is often measured by skiable terrain, or miles of single-track mountain biking trails, a diligent focus on strategy and execution reflects best-practices any organization can learn from.
Stay focused on the core: For Gunstock it’s all about guest experience. At its core is the measurement of customer net-promoter scores. Through continuous, responsive, and meaningful improvements to the total customer experience, Gunstock can shape, manage, and execute required operational, cultural, and resourcing requirements to move the needle on a measurable customer experience score.
Use strategy to filter the best ideas: As with any organization, there’s no shortage of great ideas brought to the table. Whether it’s enhancements to facilities or recommended process improvements, if the ideas align to the strategy and a business-case can be defended for how they’ll drive the outcomes of goals, they’re likely to advance.
Keep operation, operations and strategy, strategy: Good strategy separates what’s going to be done differently than what’s already being done on day-to-day operations. If the day-to-day is running smoothly, keep strategy focused on what needs to shift to achieve a better outcome.