cover of episode #48 How To Create Great Experiences at Large-Scale Events

#48 How To Create Great Experiences at Large-Scale Events

2024/9/18
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Experts of Experience
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Shane Beardsley
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Shane Beardsley: 大型活动中卓越的客户体验始于领导层的积极参与和以身作则。领导者应积极主动地解决问题，关注细节，并通过培训和奖励来提升团队的客户服务水平。成功的活动体验需要周全地考虑所有参与者的需求，包括团队成员、参展商、活动管理者和参与者等。这需要对可能出现的问题进行现实的评估，并制定相应的预案。贾维茨中心通过积极主动的客户服务、对细节的关注以及与客户建立长期稳定的关系来确保活动成功。此外，贾维茨中心还注重可持续发展，通过LEED认证和绿色屋顶等措施来提升客户体验，并满足客户对环保的需求。 在活动策划阶段，贾维茨中心会与活动管理者进行多次沟通，了解活动人群的需求，并根据实际情况灵活调整场地和服务。这包括考虑饮食习惯、无障碍设施、以及其他特殊需求等。贾维茨中心还通过各种方式来追踪活动的成功与否，例如内部和外部的总结会议、客户反馈调查以及社交媒体等。 贾维茨中心注重与客户建立长期稳定的关系，通过展现价值、展现同情心以及保持一致性来维护客户关系。这包括积极倾听客户反馈，并注意隐藏问题。同时，贾维茨中心也通过一些小的举动来维护客户关系，例如在活动经理生日时送上小礼物等。 贾维茨中心的可持续发展举措，例如屋顶农场，不仅提升了客户体验，也使其在竞争中脱颖而出。贾维茨中心还注重餐饮服务的质量和细节，以提升客户的整体体验。 Lauren Wood: 作为访谈主持人，Lauren Wood 主要通过提问来引导 Shane Beardsley 分享其经验和观点，并对 Shane Beardsley 的观点进行补充和总结。

Deep Dive

Chapters
Creating a great event experience involves aggressive customer service and attention to detail, anticipating potential pain points for everyone involved, from team members and exhibitors to attendees. It's crucial to consider the diverse needs of different demographics and tailor the experience accordingly.
  • Aggressive customer service and attention to detail are key for great events.
  • Consider the attendee journey and potential pain points.
  • Tailor the experience to different demographics.

Shownotes Transcript

On this episode, Shane Beardsley, Vice President of Guest Experiences and Communications at the Jacob K. Javits Center in New York City, discusses the ever-changing landscape of convention centers and the importance of creating a great event experience. He highlights the importance of understanding the needs of different event demographics and being adaptable to meet those needs and emphasizes the value of consistency, listening to clients, and building strong relationships to ensure repeat business.

Tune in to learn:

  • Why Aggressive customer service and attention to detail are key in creating a great event experience.
  • Why understanding the needs of different event demographics and being adaptable is crucial.
  • The importance of consistency, listening to clients, and building strong relationships to ensure repeat business.
  • How the Javits Center aims to provide a seamless and enjoyable experience for all attendees. 
  • Methods for tracking success of an event.
  • Why leading by example and creating a positive on-the-ground experience are crucial for customer experience leaders.

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