Second Inning – Creating a Better Experience

June 11, 2020
Jesse Cole

It was time to pull out all the stops. From renaming the team to the Bananas to senior-citizen dance teams, male cheerleading squads, dancing players and a mascot named Split, the Bananas now have a waitlist for tickets that numbers in the thousands. To follow that fans-first lead, you’ll need to ask some key questions, including: What are some of your organization’s friction points? How can you ease them? How are you making your customers feel? Is that how you want them to feel? Put yourself in your customers’ shoes.

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The best business model in the world is to stop doing what your customers hate. Sounds simple, right? Each day, your organization does something that frustrates customers and prevents them from becoming the true fans you’re after. Work toward solutions for those frustrations.