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How Leaders Lead with David Novak
#185: Bill Mudd, President & COO at Churchill Downs – Operations are key to customer experience
May 2, 2024
Bill Mudd, President & COO at Churchill Downs, discusses the importance of operational processes for customer experience. Topics include prioritizing operations, employee training, and the history of the Kentucky Derby. Learn how to structure operational priorities, root out liabilities, and create a memorable experience for customers.
47:54
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Quick takeaways
- Operational processes are critical for wowing customers, not just branding and service.
- Kentucky Derby success highlights the economic impact, historical significance, and continuous innovation at Churchill Downs.
Deep dives
Importance of Customer Experience Operations
Putting emphasis on the importance of operational strength in customer experiences, the podcast discusses how great customer experiences like the Kentucky Derby require not only a great product and excellent staff but also a robust process around everything that matters. Operational excellence, as exemplified by Bill Mud, the President and COO of Churchill Downs, ensures attention to detail and aims to amaze customers.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode