#185: Bill Mudd, President & COO at Churchill Downs – Operations are key to customer experience
Learn how you can craft a great customer experience by putting the right operational processes in place. Discover how to drive big growth by pursuing adjacent opportunities. Plus, the danger of not having everyone on the same page.
How Leaders Lead with David Novak · David Novak
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Show Notes
What does it take to create a memorable customer experience?
A lot of leaders think it’s just about branding and customer service, but they’re missing an important piece of the puzzle.
In this episode with Churchill Downs COO Bill Mudd, you’ll see how the right operational processes and systems are key to wowing your customers.
You’ll also learn:
- How to put structure around your operational priorities
- A question you can ask your team to root out potential liabilities
- One powerful reason to get your employee training right
- The fascinating history of the Kentucky Derby
Take your learning further. Get proven leadership advice from these (free!) resources:
The How Leaders Lead App: A vast library of 90-second leadership lessons to stay sharp on the go
Daily Insight Emails: One small (but powerful!) leadership principle to focus on each day
Whichever you choose, you can be sure you’ll get the trusted leadership advice you need to advance your career, develop your team, and grow your business.