In this new episode, discover the unexpected connection between minor league baseball and the hospitality industry. Join Judd Shaw as he speaks with Joe Ricciutti, President and General Manager of the Jersey Shore BlueClaws, about the importance of focusing on small moments to create unforgettable fan experiences.

Dive into the intricate process of mapping the customer journey, from the parking lot to the concession stand, and learn why attention to detail is key. Joe and his team go the extra mile, even ensuring the glass at the ticket counter is spotless. So, why put so much emphasis on these seemingly minor interactions?

When you invest care and attention into each customer touchpoint, people take notice, develop a desire to return, and remember how you made them feel—particularly during those small moments.

Tune in to this episode of Working The Wow with Judd Shaw featuring Joe Ricciutti, as they discuss creating emotional connections with fans, guiding your organization through hardships, and the importance of using small touchpoints to shape the customer experience.

• [0:30] Introduction to guest Joe Ricciutti
• [01:07] The multigenerational appeal of Jersey Shore BlueClaws games
• [03:18] Joe's hospitality background and Minor League Baseball success
• [05:24] Crafting emotional connections, 'Wow' moments, and exceptional experiences
• [12:05] Breaking down the fan experience into small touchpoints
• [18:30] The role of core values in hiring, leadership, and training
• [24:04] The significance of recovery in customer service
• [29:48] Building a devoted, customer-focused team
• [31:25] Leading by example: tips for guiding staff through challenges and creating lasting first impressions

Name: Judd B. Shaw

What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.

Company: Judd Shaw Injury Law

Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."

Connect: LinkedIn | Email

Name: Joe Ricciutti

Short Bio: Joe Ricciutti is the President and General Manager of the Jersey Shore BlueClaws. He has a history of success leading highly visible organizations in the professional sports, academic, and performing arts industries. He has a passion for bringing excellent experiences to stakeholders, guests, and staff.

Company: Jersey Shore BlueClaws

Connect: LinkedIn

Jersey Shore BlueClaws on Twitter | Instagram |