#185: Bill Mudd, President & COO at Churchill Downs – Operations are key to customer experience
May 2, 2024
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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.
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.
Scale and Impact of the Kentucky Derby
Delving into the scale and impact of the Kentucky Derby, the episode highlights the massive attendance numbers and worldwide viewership, with over 160,000 spectators expected at the event. Additionally, the economic impact of the Derby on the city of Louisville, averaging around $400 million in an average year, signifies the significant influence of this iconic sporting event.
Spiritual Implementation and Historical Insights
Sharing historical insights, the conversation includes details about the origins of the Kentucky Derby, dating back to 1875 and the founding principles by Maryweather Lewis Clark. The podcast further elaborates on the evolution of Churchill Downs, Incorporated, emphasizing its strategic growth, diverse portfolio including race tracks, casinos, and online platforms for horse race betting.
Innovation and Enhanced Customer Experience
The podcast explores innovative endeavors at Churchill Downs, including the $200 million reimagining of the paddock to enhance the customer experience. Bill Mud's leadership in driving continuous improvements and investments in technology, such as the on-site big board and Wi-Fi capabilities, illustrates a commitment to modernizing operations to meet evolving customer expectations.
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.
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