This week we sit down with Jedd Chang to explore successful events, emphasizing effective attendee communication and the power of a well-managed experience. Drawing from his firsthand experiences including at the World Domination Summit, Jedd walks us through elevating the front-of-house experience while exposing common customer service pitfalls in the industry. We also dive into the concept of 'surprise and delight' within event experiences. Even small, purposeful actions can inject genuine joy into attendees' journeys, and add to the overall experience.

"A good attendee experience is making sure that all attendees are seen and heard and feel valued." - Jedd Chang

Guest Bio

Jedd is a freelance event producer with expertise on the attendee experience and general event support.  Jedd Chang and his wife, Michelle, have been digital nomads since before it was cool, and he has a diverse background of experiences, all rooted in serving communities of all shapes and forms. You can learn more about Jedd and his work at his website jeddchang.com

Key Topics and Takeaways

02:19 - What makes a good attendee experience?

Jedd started in the event industry as a volunteer at World Domination Summit (WDS). He was eventually brought on to the team and shares how volunteering is a great way to get your foot in the door. He talks about his experience with attendees and how he's passionate about creating a great experience for them. He reflects on his role in events and what he believes makes for a great attendee experience.

16:46 - Common mistakes in attendee customer service

Customer service when it comes to the attendee experience can't be ignored. Jedd shares his insights on the importance of being accessible to attendees, communicating clearly and offering a human connection. He also addresses the common mistakes made in the event industry when it comes to customer service.

24:22 - Surprise and Delight

We discuss how surprise and delight can be used to make the attendee experience more meaningful. Jedd shares his experience at WDS and how intentional choices and actions, whether big or small, can bring joy to attendees. We also discuss how focusing on attendee experience can make the event team's job easier.

37:24 - Are you an events person?

Jedd shares his advice on how to break into the industry, such as volunteering and attending events. He also shares how even seemingly random experiences can be useful in the event industry.

Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Additional Resources

• Learn more about Jedd and his work here.

• Want to dive deeper? Take our free 30 minute training, Community Event Mastery. Access it here.

Next episode: Balancing technology with the human event experience

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