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Content provided by Adam Jaffrey. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco
Manage episode 231353134 series 2343587
Content provided by Adam Jaffrey. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests.
Resources mentioned:
- Excellent Wins (book), by Horst Schulze
- Michael Momsen (LinkedIn)
- Adam Jaffrey (LinkedIn)
Key takeaways (starts at 23:05):
- The details matter. "What's your bottle cap?"
- Use feedback to take immediate action.
- You can make the very big, very personal.
- Handle service recovery in the moment.
- Make sure you can influence the key moments that affect customer experience.
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
59 episodes
Share
Manage episode 231353134 series 2343587
Content provided by Adam Jaffrey. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Adam Jaffrey or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
Joe Picco is the Director of Guest Services at The Madison Square Garden Company, an organisation that runs a collection of iconic venues such as Madison Square Garden. Joe and his team are responsible for making sure up to 20,000 people have a great experience each and every time they visit. In this episode Joe shares the secrets behind the Madison Square Garden playbook and why the company focuses on delivering personal experiences to every one of their guests.
Resources mentioned:
- Excellent Wins (book), by Horst Schulze
- Michael Momsen (LinkedIn)
- Adam Jaffrey (LinkedIn)
Key takeaways (starts at 23:05):
- The details matter. "What's your bottle cap?"
- Use feedback to take immediate action.
- You can make the very big, very personal.
- Handle service recovery in the moment.
- Make sure you can influence the key moments that affect customer experience.
This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.
59 episodes
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Similar to Customer Experience Leaders
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
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The traditional enterprise go-to-market motion is undergoing a transformational shift. B2B buyers are more sophisticated than ever, and operational efficiency is a key focus for every organization. One key function possesses a unique opportunity to shape the future of revenue generation: enablement. On this podcast, we’re bringing you the secrets, strategies, and tactics that successful enablement leaders are using to drive meaningful impact. The Enablement Edge is the go-to resource for sal ...
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Find distressed properties for pennies on the dollar and turn them for huge profits!
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continue reading
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…
continue reading
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
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1
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Navigating today's global economy and deciphering investment choices can be an intricate endeavor. The influx of opinions and ever-shifting financial data adds to the challenge. For those committed to success, staying informed through market education and unbiased guidance is paramount. This realization has led an increasing number of individuals to integrate KPP Financial's 'InvestTalk' radio program and podcast into their investment strategies. InvestTalk, a daily program, delves into a ra ...
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Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
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