Influencing the Guest Experience from the Frontlines w/ Vanessa Ward Making the Fan

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
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Other podcasts referenced in this episode: 
Episode 35: Personalizing the Guest Experience w/ Brian Betts (Disney’s Guest Experience Center) 

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