It’s funny how some companies provoke strong associations when you mention them. I name companies like Apple, Pret, First Direct, Disney or Virgin Atlantic and most people (including many who have never used them) will glow with admiration. Mention most…
FOOTBALL’S MOMENTS OF TRUTH
Football has only recently become acquainted with the concept of ‘touch points’. It sounds like a term encountered by someone pursuing their coaching badges, but is, in actual fact, one of the areas on which customer-facing businesses outside of sport…
GREAT EXPECTATIONS
There’s nothing quite like the sense of anticipation that fills the air before the first fixture of the season. Will the 1-1 draw in the pre-season friendly at Rhyl signal a remarkable away record that will see the boys promoted…
IAMSTUPID
Today my 9-year-old daughter leaped out of the car with a new found passion for school. As she approached her colleagues, she began to shout. ‘My Dad’s cool now. He’s got an iPhone. He’s, like, street!’ she said, while her…
CONSCIENTIOUS HECKLERS REQUIRED
Some years ago I was asked to compere a big business dinner in Yorkshire. As I stood before the guests, I confided that sometimes I wasn’t sure what to do with my hands when I was ‘on stage’. Then came…
APPS & GAPS: WHAT’S HOLDING FAN ENGAGEMENT BACK?
Today’s long overdue new instalment of the Fan Experience Co blog eschews the usual poorly constructed arrangement of poor humour and badly thought out arguments in favour of something a little deeper: a comprehensive exploration of the origins of the…
BUCKING THE TREND
What do I remember about my first trip to see AFC Telford United play? Well, I remember late 19th century stopper Fatty Foulkes trying to save penalties taken by Dawley-born luminaries Captain Webb and George Cadbury while a small pig…
FIVE MILLION MORE FANS (WITHOUT WINNING)
My most recent blog examined the benefits ‘legacy-free’ sports have when it comes to pursuing sustainable growth. As well as giving a nudge to comparatively new sports, like women’s football and the rapidly growing FA WSL, I also had the…
DIFFERENT IS BETTER THAN BETTER
When I was young my Mam (we don’t have Mums in the north east of England) was a secretary and owned a typewriter at home. I think it was an old Smith Corona one, but I may be mistaken. But…
THE ART OF STARTING A DIALOGUE
If there’s one common denominator at successful supporter engagement programmes around the country it’s TRUST. You can apply the most progressive techniques to obtaining feedback from fans. You can create the most representative group of supporters possible. You can ensure…