The Fan Experience Podcast

Our podcast series explores the fan experience from both the perspective of each touchpoint on the supporter journey, as well as wider themes by talking to key people in the football and wider sporting world. Join Darren and Mark, along with some very special guests, as the track the fan experience from every conceivable angle.

LATEST EPISODE

Special: Stuart Fuller, Lewes FC

Chairman of Lewes FC, Stuart Fuller, joins Darren and Mark to tell them how and why Lewes became his club, the difference between the Premier League and non-league and how thinking outside the box can make a huge difference to the way a club is run, and perceived

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Special: Kenneth Cortsen

Sport Business Researcher & Business Development Strategist, Kenneth Cortsen, joins Darren and Mark to discuss the fan experience from an academic perspective, looking at his time studying Danish football and the economics of effective engagement and marketing a great match day experience.

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Episode 6: Inside The Stadium

The latest episode of the podcast moves inside the stadium. Mark and Darren welcome guest, Sian Jones, Head of Customer Experience at Leeds Rhinos, as they discuss what's important for fans when they get through the turnstiles, the importance of well-trained staff and the difficulties in opening up two new stands in a matter of weeks.

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Episode 5: Retail

This season, we had completed around 350 match day assessments up until fixtures were postponed. Our team of assessors travel across the country, recording what they see and giving the home club as much information as possible in their final report. One of our most experienced, freelance writer in When Saturday Comes, Andy Ollerenshaw, joins Darren and Mark on this episode to talk about his own experiences, with a particular focus on the retail element of match days.

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Special: Robbie Hunter-Paul

Darren and Mark are joined by sporting royalty in this special episode as rugby league legend, Robbie Hunter-Paul, shares his experiences as a player when it comes to fan engagement and tells them why players can make the match day experience more memorable, as well as why you'll get a lot of stares if you walk around Bradford in bare feet.

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Episode 4: Travel

As well as joining Darren and Mark to discuss how important travelling to the match is, Aleks Dmitrijev tells them about the journey he took with Estonian Club FC Narva Trans as they saw attendances increase from 85 fans to over 850, thanks to some innovative match day experience initiatives as well as engaging with the local schools.

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Episode 3 : Social Media

One of the recently added touchpoints on the fan experience journey, social media has quickly become a key way to engage with supporters, communicate important information and develop innovative content that lifts the overall experience. Shaun Lockwood of Doncaster Rovers joins Mark and Darren as they discuss the topic, identify ways that clubs can fully utilise the tools and find out how Donny Dog’s Twitter account helps to keep families informed.

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Episode 2: First Impressions

Joining Mark and Darren at the first touchpoint on the fan experience journey is Ante Cicvaric (Marketing Manager at the Croatian Football Federation) as they tackle the importance of first impressions. This touchpoint centres mainly on the online and digital aspects of the experience with the website being the key starting point for many fans, especially new ones. Ante helps to unpack some of the main considerations when looking to create a great first impression; as well as reminiscing about Croatia’s run all the way to the World Cup Final in Russia.

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Episode 1: Introduction

Footballing and broadcasting legend, not to mention our Honorary President, Don Goodman joins us to discuss the launch of the podcast, our work in football and what he thinks will happen when we come out on the other side of the COVID-19 pandemic.

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Special : Noel Mooney, UEFA

Noel Mooney, Head of National Associations Business Development at UEFA, is Mark and Darren’s special guest as he describes his journey from goalkeeper to goal setter, and how football at all levels and in all countries needs to understand the power of the fan experience when it comes to growing attendances.

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The Fan Experience Experience - SEASON ONE

Our podcast looks at the fan experience, discussing touchpoints on the match day supporter journey and exploring wider themes with special guests from the football and sporting world.

The Fan Experience Experience Podcast is produced by Juan Luis Bradley

© The Fan Experience Company 2020