Building a Culture of Service – The Cowboys Stadium Story
Creating a customer experience worthy of the $1.2 billion venue
Presentation Code: VS1-06
Value Stream: VS1 - People
Day & Time: Wednesday, Oct 26, 2011 - 1:50 PM
Length: 1 hour, 10 minutes
When your customers are paying from hundreds to millions of dollars for season seats and suites, you know you have to do more than just get it right. That is the challenge the Dallas Cowboys and Cowboys Stadium meets and exceeds.
Cowboys Stadium is recognized as the finest sports and entertainment venue in the world. It has iconic architecture, state-of-the-art technology and amenities that are usually only found in luxury hotels. But this did not just happen. Among other challenges, Cowboys Stadium had to recruit, train and engage a workforce of over 6,000 personnel for game days and deliver a consistent, exceptional experience for customers. They also had to deal with differing requirement throughout the year.
The Dallas Cowboys had their own challenges. To meet these, the Cowboys created a plan to achieve customer satisfaction by building an organizational culture that values employees, creates a common goal and inspires game-day staff toward personal achievement and growth.
It is a winning formula, and this presentation will show you how these principles and practices can be applied to other businesses and organizations.
In this presentation:
- Learn how the Dallas Cowboys made the move for Texas Stadium to the new Cowboys Stadium.
- Hear how they developed a unified service mission statement.
- Learn about the Cowboys' Five Points model of organization values.
- Find out about The Blue Star Training Program.
- Hear lessons you can apply at your place of business.
The Dallas Cowboys
The Dallas Cowboys are an American football team that plays in the Eastern Division of the National Football Conference (NFC) in the National Football League (NFL). The team is headquartered in Valley Ranch in Irving, TX and plays its home games at Cowboys Stadium in Arlington. Cowboys Stadium opened in June 2009 after 40 months of construction and a project cost of $1.2 billion. Popularly known as "America's Team," the Cowboys have won five Super Bowls. In 2009 Forbes Magazine ranked the Cowboys as the highest valued American sports organization with an estimated value of $1.65 billion and the wealthiest team in the NFL, generating almost $269 million in annual revenue.
Paul Turner is the Director of Event Operations for Cowboys Stadium, where he oversees event management, event staffing and guest services. Paul joined the Cowboys organization in 2008 and was part of the stadium planning group for the last year of construction and for the inaugural season of events.
In his 23 years in the public assembly facilities industry, Paul has developed and led numerous customer and event services operations in performing arts centers, arenas and stadiums. He is well-known for creating many training and development programs and as a presenter at various professional conferences.
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