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 ...
…
continue reading
Conteúdo fornecido por David Millay. Todo o conteúdo do podcast, incluindo episódios, gráficos e descrições de podcast, é carregado e fornecido diretamente por David Millay ou por seu parceiro de plataforma de podcast. Se você acredita que alguém está usando seu trabalho protegido por direitos autorais sem sua permissão, siga o processo descrito aqui https://pt.player.fm/legal.
Parecido com Making the Fan
The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
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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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Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
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Montgomery & Company (MoCo) is a weekly podcast and radio show hosted by two-time WNBA Champion and Co-Owner/Vice President of the Atlanta Dream, Renee Montgomery, in partnership with WABE Atlanta. Both insightful and compelling, MoCo features interviews with some of the world’s top athletes, entertainers, and innovators as well as roundtable discussions with Renee’s colleagues, friends, and family, about sports, culture and building generational wealth. Montgomery & Company: Sports, Cultu ...
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Bitcoin groundbreakers share personal stories of how Bitcoin is changing lives for the better. Host Mauricio Di Bartolomeo, co-founder and CSO of Ledn, speaks with leading Bitcoin voices, entrepreneurs, and human rights advocates to hear their unique journey and practical real-world examples of how Bitcoin has made a positive impact in their lives. Brought to you by Ledn, a leading financial services company built for Bitcoin & digital assets. Ledn offers a suite of lending, saving and tradi ...
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continue reading
Join host and Harvard Business School Online Creative Director Chris Linnane as he sits down with HBS faculty to discuss business education in a way that’s both entertaining and insightful. The Parlor Room is your key to breaking down academic theory without sacrificing depth—all while gaining practical takeaways for navigating the business world.
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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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How can business help solve society’s biggest challenges? Welcome to Series 3 of Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. This series, we’re welcoming broadcaster and journalist Femi Oke to the show. She joins podcaster and journalist Lizzie O’Leary, and together with industry innovators, tech trailblazers and visionary leaders from around the globe, they’ll explore timely ...
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Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
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Influencing the Guest Experience from the Frontlines w/ Vanessa Ward
Manage episode 354760174 series 3272603
Conteúdo fornecido por David Millay. Todo o conteúdo do podcast, incluindo episódios, gráficos e descrições de podcast, é carregado e fornecido diretamente por David Millay ou por seu parceiro de plataforma de podcast. Se você acredita que alguém está usando seu trabalho protegido por direitos autorais sem sua permissão, siga o processo descrito aqui https://pt.player.fm/legal.
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.
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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: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episódios
Compartilhar
Manage episode 354760174 series 3272603
Conteúdo fornecido por David Millay. Todo o conteúdo do podcast, incluindo episódios, gráficos e descrições de podcast, é carregado e fornecido diretamente por David Millay ou por seu parceiro de plataforma de podcast. Se você acredita que alguém está usando seu trabalho protegido por direitos autorais sem sua permissão, siga o processo descrito aqui https://pt.player.fm/legal.
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: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay
139 episódios
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Parecido com Making the Fan
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 ...
…
continue reading
The Village Global podcast takes you inside the world of venture capital and technology, featuring enlightening interviews with entrepreneurs, investors and tech industry leaders. Learn more at www.villageglobal.vc.
…
continue reading
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.
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Montgomery & Company (MoCo) is a weekly podcast and radio show hosted by two-time WNBA Champion and Co-Owner/Vice President of the Atlanta Dream, Renee Montgomery, in partnership with WABE Atlanta. Both insightful and compelling, MoCo features interviews with some of the world’s top athletes, entertainers, and innovators as well as roundtable discussions with Renee’s colleagues, friends, and family, about sports, culture and building generational wealth. Montgomery & Company: Sports, Cultu ...
…
continue reading
Bitcoin groundbreakers share personal stories of how Bitcoin is changing lives for the better. Host Mauricio Di Bartolomeo, co-founder and CSO of Ledn, speaks with leading Bitcoin voices, entrepreneurs, and human rights advocates to hear their unique journey and practical real-world examples of how Bitcoin has made a positive impact in their lives. Brought to you by Ledn, a leading financial services company built for Bitcoin & digital assets. Ledn offers a suite of lending, saving and tradi ...
…
continue reading
Join host and Harvard Business School Online Creative Director Chris Linnane as he sits down with HBS faculty to discuss business education in a way that’s both entertaining and insightful. The Parlor Room is your key to breaking down academic theory without sacrificing depth—all while gaining practical takeaways for navigating the business world.
…
continue reading
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 ...
…
continue reading
How can business help solve society’s biggest challenges? Welcome to Series 3 of Take on Tomorrow, the award-winning podcast from PwC that examines the biggest problems facing society and the role business can—and should—play in solving them. This series, we’re welcoming broadcaster and journalist Femi Oke to the show. She joins podcaster and journalist Lizzie O’Leary, and together with industry innovators, tech trailblazers and visionary leaders from around the globe, they’ll explore timely ...
…
continue reading
Android Backstage, a podcast by and for Android developers. Hosted by developers from the Android engineering team, this show covers topics of interest to Android programmers, with in-depth discussions and interviews with engineers on the Android team at Google. Subscribe to Android Developers YouTube → https://goo.gle/AndroidDevs
…
continue reading
Player FM - Aplicativo de podcast
Fique off-line com o app Player FM !
Fique off-line com o app Player FM !
