#185: Bill Mudd, President & COO at Churchill Downs – Operations are key to customer experience

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.