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.

Joe Picco is the Director of Guest Services at <a href="https://www.themadisonsquaregardencompany.com/">The Madison Square Garden Company</a>, 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.
&nbsp;
Resources mentioned: 
<ul>
<li style="font-weight: 400;"><a href="https://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise-ebook/dp/B07DXGL7VQ">Excellent Wins</a> (book), by Horst Schulze</li>
<li style="font-weight: 400;"><a href="https://www.linkedin.com/in/michaelmomsen">Michael Momsen</a> (LinkedIn)</li>
<li style="font-weight: 400;"><a href="https://www.linkedin.com/in/adamjaffrey">Adam Jaffrey</a> (LinkedIn)</li>
</ul>
&nbsp;
Key takeaways (starts at 23:05):
<ol>
<li style="font-weight: 400;">The details matter. "What's your bottle cap?"</li>
<li style="font-weight: 400;">Use feedback to take immediate action.</li>
<li style="font-weight: 400;">You can make the very big, very personal.</li>
<li style="font-weight: 400;">Handle service recovery in the moment.</li>
<li style="font-weight: 400;">Make sure you can influence the key moments that affect customer experience.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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