Stitcher for Podcasts

Get the App Open App
Bummer! You're not a
Stitcher Premium subscriber yet.
Learn More
Start Free Trial
$4.99/Month after free trial
HELP

Show Info

Episode Info

Episode Info:

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.

Read more »

Discover more stories like this.

Like Stitcher On Facebook

EMBED

Episode Options

Listen Whenever

Similar Episodes

Related Episodes