On July 10, 2023, a Snow Valley Resorts co-owner was reviewing his organization’s first quarter financials for fiscal year 2022–23. Snow Valley Resorts was founded in 1993 in the Indian state of Himachal Pradesh, when the first of the group’s four resorts, Snow Valley Resorts Manali, was built among the Himalayan mountain range with panoramic views and pleasant weather. The co-owner had set a goal to increase the organization’s revenue growth rate to nearly twice the previous year’s rate, but he realized several issues had to be addressed first. Technology and operations at the four resorts needed to be integrated. Communications and transactions had to be smoothened. Actions had to be taken to address various issues raised in the customer feedback. Service quality had to be improved at each of the four resorts. Overall, the ripples of customer complaints had to be converted into guest satisfaction by taking appropriate measures.
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