1. In what ways does the “Boyne Basics” program enhance customer satisfaction?
2. How does Boyne company structure reinforce the goal of consumer satisfaction?
Boyne USA Resorts has built on its customer base of sport and leisure enthusiasts to grow from a single outpost to a multi-resort, nationwide company. Because much of Boyne’s success depends on the weather, Boyne leadership, managers, and employees must be resourceful and adaptable in order to keep consumer satisfaction high. In some cases this has meant heavy investment in snowmaking technology, while in others it involves building large-scale, indoor water parks. In any situation, Boyne reinforces consumer satisfaction through a program called “Boyne Basics.” This company-wide program is designed to build excellence in customer service.