Influencing the Guest Experience from the Frontlines w/ Vanessa Ward

In this episode, David Millay sits down with Vanessa Ward, Vice President of Event Service for the Phoenix Suns. Before joining the Suns, Vanessa spent time at Disney, launching the Guest Experience Center, and the Chicago Cubs, overseeing the Guest and Associate Experience. Understanding that the employee experience directly impacts the guest experience, Vanessa shares tactics on communicating significant changes from event to event, making events unique for the staff and how to develop niche service programs. ----- 3:17 Takeaways and Key Learnings from Disney 6:09 The Service Recovery Toolkit 10:42 Building a New Service Recovery Toolkit 13:25 Disney’s Guest Experience Center and Proactively Resolving Issues 20:17 Customer Satisfaction Surveys 25:50 Newsletters and Themes to Drive the Seasonal Employee Experience 33:53 Making Events in a Series Unique 39:17 “Know Before You Go” Communications 43:12 Building a Niche Service Operation 49:15 Training Throughout the Season 52:21 Taking Risks ----- Other podcasts referenced in this episode: Episode 35: Personalizing the Guest Experience w/ Brian Betts (Disney’s Guest Experience Center) Connect with Vanessa on LinkedIn or email Connect with Host, David Millay: Connect w/ David Millay on LINKEDIN: Follow David on INSTAGRAM: Follow David Millay on TWITTER:

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Influencing the Guest Experience from the Frontlines w/ Vanessa Ward is an episode from Flip the Switch by EngageMint by David Millay.

This episode is 55:18 long.

This episode was published on Feb 7, 2023.

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