CXL - Customer Experience LeadersCXL - Customer Experience Leaders
Clean

How to deliver 20,000 personal experiences every day | Madison Square Garden, Director of Guest Services, Joe Picco

View descriptionShare

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:

 

Key takeaways (starts at 23:05):

  1. The details matter. "What's your bottle cap?"
  2. Use feedback to take immediate action.
  3. You can make the very big, very personal.
  4. Handle service recovery in the moment.
  5. Make sure you can influence the key moments that affect customer experience.
  • Facebook
  • Twitter
  • WhatsApp
  • Email

In 1 playlist(s)

  1. Customer Experience Leaders

    59 clip(s)

CXL - Customer Experience Leaders

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jar 
Social links
Follow podcast
Recent clips
Browse 59 clip(s)