I tweet about innovation in customer experience ✖️ employee experience ✖️ sports biz. Podcast: https://teapawt.org/t.co/AMrBXC6yJy Work: @engagemint_ Former: @DisneyInstitute
Cincinnati, OH
Joined May 2012
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Fans > Customers
Customers buy rationally. Fans buy emotionally.
Customers shop with you. Fans advocate for you.
Customers look for products. Fans look for identity.
Customers compare prices. Fans value experience.
Customers focus on the what. Fans embrace the why.
This is a game changer for creator communities and fan communities
Some @mightynetworks news, but first a quick story.
After $370M in creator earnings last year, I was staring at a model that told us with 93% accuracy whether a course or community business would succeed.
It came down to just one thing.
David Millay retweeted
Thank you to @UACoachMurphy for taking time out of his Monday morning to pour into our team. Cups are full as we charge ahead into the week ahead! Thank you also to @Greg_Byrne & @DavidMillay for their recent guest speaking appearances.
Incredible lessons for us to learn & grow!
Working on a client training on the topic...
"Inclusive Leadership: Fostering Diversity and Driving Innovation."
I've worked w/ 100's of orgs to enhance their culture, but as a straight white male, I've stayed away from DE&I initiatives.
But this one, I got excited about...
The “diversity hire” always gets a bad rap.
But to stay relevant with diverse customers, you need leaders in decision making positions who reflect that customer set.
David Millay retweeted
Yes. Yes. Yes. Let's keep breaking down the barriers between athletes and fans.
This is how you create unforgettable moments and fans for life.
A man of the people!
Josef Newgarden goes INTO THE CROWD to celebrate his Indy 500 victory! #INDY500
Maybe I should tweet more ha
Great article by @edzitron @BusinessInsider. If only businesses actually put the customer back at the heart of the organisation? Maybe they should spend some time following @YellowTuxJesse or @DavidMillay for lessons on fan engagement and putting the customer first!
NBA does such a good job of incorporating larger cultural elements into the brand, and not just focusing on the sport. Huge for deepening fandom.
Gonna be a must read
Our guiding light with every decision with @TheSavBananas.
One week from today, my new book Banana Ball is out which shares the behind the peel story of the Bananas, the people behind the team and the creation of Banana Ball.
Can't wait to share with the world.
Preston and his team are growing fast, go check out what they’re doing!
Golf Space Collective is growing, and we're looking to add a full-time social media manager to our team!
We're looking for someone getting started in their career in social that loves the game of golf and wants to get in on the ground floor of what we're building.
As always, this is a fully remote position with no office hours required.
Love golf and content?
Want to set your own schedule?
Work with really cool golf brands?
Get in on the ground floor of the agency?
Apply here: linkedin.com/jobs/view/35739…
I’ve believed every April’s Fools joke post about AI today.
Every. Single. One.
We’ve reached that stage of innovation.
Nothing is unbelievable anymore.
For the past 10+ years, event organizers have focused on the "driveway-to-driveway" experience.
But that's not good enough.
The customer's experience with your brand starts well before they leave they get into their car.
How did they become aware of your event?
How did they consider purchasing tickets?
What was the purchase and checkout process like?
What were communications like to prepare them before the day of?
What was the post-event follow-up?
The @TheSavBananas failed for six years with their last impression.
They're famous for players staying long after the game ends to sign autographs and take pictures with fans.
But @YellowTuxJesse realized that's not the last impression.
Here's how they changed the game.
Jesse went to the team videographer and singer/ songwriter @ben_jammerr
He asked Ben to make a parody of the song w/ all the things that happened during the game.
AND HE CRUSHED IT
"It's been,
one week since you've seen us play,
watched the Bananas dance in a funny way..."
A week after a game concluded, fans received this one-of-a-kind video that NO other company can replicate.
A video reminding fans of all the memories they created that night with their friends and families.
A video reminding us all why @TheSavBananas are on another level.