How Philips Arena rises to the occasion to create lasting memories for its guests

Bob Williams, President, Philips Arena

Philips Arena, the home of the National Basketball Association’s Atlanta Hawks and the site for many other events such as concerts and circuses, hosts 1.5 million visitors annually. Led by President Bob Williams, the employees of Philips Arena endeavor to create a world-class “moment of truth” for each of their guests. That moment occurs when the arena becomes a point of contact for its guests, whether it’s when they first enter the arena or at the moment the show begins.

The arena’s workers analyze those moments, identifying all of the touch points that can occur during an event so they can provide their guests with the best service possible while they are there.

The systems at Philips Arena are designed to provide an efficient, seamless encounter for customers. The arena integrates new technologies such as an in-game text messaging system so guests who have questions or issues can text the arena’s base operations staff and receive assistance.

The venue also offers additional in-bowl cameras to allow employees to observe, identify and respond to issues and an instant seat upgrade app that allows ticketholders, while sitting in their seats at a game, to identify better seats that are empty and upgrade from their phone.

Philips Arena encourages its employees to take the most common tasks and find ways to customize and go above and beyond for its customers. The company measures the results through periodic customer experience surveys that provide benchmarks for performance throughout each department.

The Philips Arena customer service department has created a robust worker recognition program that includes monthly recognition for one employee selected to receive a “high end” gift for his or her work and a Star Performer of the Year Award in which the top performers from each department are honored at a banquet put together on behalf of the arena.

How to reach: Philips Arena, (404) 878-3000 or www.philipsarena.com

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