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.
Episode 13: Special – Peter Willems, OH Leuven
As OH Leuven prepare for their biggest game of the season and a chance to gain promotion back to the Belgian top division, this special podcast episode (and also the final episode of Season 1) sees Mark and Darren discuss the challenges of being a CEO at a club with Peter Willems. Peter's honest assessment of the end of season situation, as well as what drove him to focus on the fan experience at the club offer a real insight into the challenges faced.
Episode 12: Outside The Stadium
Chris Samson and Michael Bochel from the Scottish Football Marketing Podcast (in partnership with Sports Marketing Scotland) join Darren and Mark for this episode that focusses on the experience outside the stadium on match days and looks in more detail at what the clubs in the Scottish Championship and League One and Two could do to make a visit to a game more appealing and get more supporters to come along.
Episode 11: Special – Daniel Lambert, Bohemians FC
How do you get your fans to be passionate and loyal, spend more money at the club on refreshments and merchandise? Win? Well, Bohemians FC have those type of fans, doing all those things and it's definitely not because the team is winning. Dan Lambert, the clubs Commercial & Marketing Director, joins Mark and Darren to discuss fan-owned clubs and how thinking outside the box can create a culture all of its own.
Episode 10: 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
Episode 9: 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.
Episode 8: 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.
Episode 7: 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.
Episode 6: 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.
Episode 5: 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.
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.
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.
Episode 4: Special Guest – 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.
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.
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.
- Episode 13: Special – Peter Willems, OH Leuven
- Episode 12: Outside The Stadium
- Episode 11: Special – Daniel Lambert, Bohemians FC
- Episode 10: Special – Stuart Fuller, Lewes FC
- Episode 9: Special – Kenneth Cortsen
- Episode 8: Inside The Stadium
- Episode 7: Retail
- Episode 6: Special – Robbie Hunter-Paul
- Episode 5: Travel
- Episode 4: Special Guest – Noel Mooney, UEFA
- Episode 3 : Social Media
- Episode 2: First Impressions
The Fan Experience Experience Podcast is produced by Juan Luis Bradley
© The Fan Experience Company 2020