American Airlines Center turned thousands of guest and employee signals into faster event-day action.
American Airlines Center uses the Real Time Feedback platform to capture guest and employee issues during events, route them to operating teams, and recover experiences while the guest is still in the building.
The challenge
In a high-volume arena, broken seats, spills, cleanliness concerns, security issues and other operating problems can surface during an event and disappear into post-event complaints if there is no immediate channel. The venue needed a way to make guests and employees part of the live operating picture.
The operating response
QR-based feedback touchpoints gave guests and employees a direct path to management. Incoming signals could be seen and acted on during the event rather than waiting for social media, email or post-event reporting.
“We have very high standards and we’ve been blown away with how consistently they go above and beyond our expectations.”Gina Chapa, VP of Guest Experience, American Airlines Center
Apply the operating model to your environment.
Use the same capture, ownership, recovery, reputation and measurement disciplines around the service moments that matter in your operation.