Second Inning – Creating a Better Experience

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.