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
Episode guests
AI Summary
AI Chapters
Episode notes
Podcast summary created with Snipd AI
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.
Remember Everything You Learn from Podcasts
Save insights instantly, chat with episodes, and build lasting knowledge - all powered by AI.
