When you compare the attractions industry to the live sports industry, you’ll find that every aspect of the guest experience is nearly identical. Exceeding expectations, service recovery, and driving loyalty are all critical components of the venue’s operation. In this interview, Josh chats with Amanda Vought, Manager of Guest Strategy and Analytics for Olympia Entertainment, which operates several sports and live entertainment venues in Detroit, MI. Amanda has a background in theme parks and talks about how her mindset stayed the same when she entered the sports world, which is to always do more than expected - and guess what? Sometimes, your guests don’t expect that much! Even when resolving service failures, oftentimes guests just want to be heard, and Amanda shares great examples of small gestures that can have such a great impact on the guest experience.
