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


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

David Novak lets you be a fly on the wall and learn from the best CEOs, founders & entrepreneurs in business, sports and entertainment to talk about how they lead and get such incredible things done. Past guests include Tom Brady, Condoleezza Rice, Jamie Dimon (CEO of JPMorgan Chase), Deion "Coach Prime" Sanders, Alan Mulally (former CEO of Ford), Indra Nooyi (former CEO of PepsiCo), Stanley Druckenmiller (#1 investor in the world), Carol Tomé (CEO of UPS), Ginni Rometty (former CEO of IBM), Ken Langone (co-founder of The Home Depot), Dude Perfect, Roger Goodell (commissioner of the NFL), and many others.
David, a former cofounder and CEO himself, has been asking great questions and learning from top leaders his whole life. Now he breaks down the key learnings so that by the end of each episode, you’ll have something simple you can apply as you develop into a better leader. That's what this show is all about!

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Is it a sign of weakness to change your mind?
Sure, leaders need to have the courage of their convictions.
But often, good leadership means hearing others’ perspectives and letting your perspective evolve as you get more information.
Nobody understands that better than professional golfer Rory McIlroy, who, like all pro players, has had to navigate the seismic conflict between PGA Tour and the LIV Tour.
In this episode, hear what it looks like to keep an open mind as you lead—plus see how Rory mentally prepares to be at his best in the biggest moments.
You’ll also learn:

What you might be getting wrong about goal-setting

Rory’s ideas on how the PGA and LIV could work together for the greater good of golf

One crucial habit you need to work well with friends

How juggling (yes, juggling!) has helped Rory’s golf game, plus other mindset tricks

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Rory McIlroy, Professional golfer – Be open-minded

On this episode of 3 More Questions, you'll hear David Novak's answers to:

Can you explain what you mean when you say “involving others” is a key pillar in your leadership framework?

 What would you say to leaders who are tasked with recruiting people when their organization might not be performing at its potential?  

What are the things YOU focus on when assembling a team of great talent?


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GO DEEPER


Scale up your leadership skills in 2 minutes a day with the How Leaders Lead app — Download today in the App Store



Get coaching from David by signing up to receive his Weekly Leadership Plan. It builds on each podcast episode by offering actionable steps you can take each week to incorporate the learnings from the episode into your leadership style. It only takes about 5 minutes and is a great way to start off your week!


Subscribe to the How Leaders Lead podcast to ensure you never miss an episode!

3 More Questions (Val Ackerman) with David Novak and Koula Callahan

If you want to accomplish something big, you won’t get very far without a team. 
And Val Ackerman knows a LOT about the power of teamwork.
She’s the Commissioner of the Big East Conference and one of the executives behind the iconic “Dream Team” at the ‘96 Olympics. She was also the first-ever President of the WNBA.
And as the new WNBA season tips off May 14th, it’s the perfect opportunity to sit down with Val and get some great insights on how to foster teamwork.
You’ll also learn:

Tips for leading in high-bureaucracy circumstances 

How to react when someone moves on to a new job

The mindset you need when the pressure’s high

Must-hear advice for women leaders


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FEATURED RESOURCE
The How Leaders Lead mobile app 
Download the app and scale up your leadership skills in under 2 minutes a day

Val Ackerman, Commissioner of the Big East Conference – Respect your team

On this episode of 3 More Questions, you'll hear David Novak's answers to:

How do you lead in rooms where the people you're talking to know more about a subject than you?

What kept you up at night when you were running a massive business at Yum! Brands with 1.5 million employees?

What do you think of Bill's thoughts about innovation and galvanizing your team around the right kind of ideation?


———
GO DEEPER


Scale up your leadership skills in 2 minutes a day with the How Leaders Lead app — Download today in the App Store



Get coaching from David by signing up to receive his Weekly Leadership Plan. It builds on each podcast episode by offering actionable steps you can take each week to incorporate the learnings from the episode into your leadership style. It only takes about 5 minutes and is a great way to start off your week!


Subscribe to the How Leaders Lead podcast to ensure you never miss an episode!

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

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