Mark Bradley: How to create a ‘Fan Experience' strategy
What do we mean by the ‘Fan Experience’?
Why they are obsessed with families and use them as a catalyst
The concept of “emotional loyalty” and how it benefits clubs - “We can’t treat away fans well, they are the enemy!”
Is football trying a lot harder now?
Why women’s football should not follow the example of men’s game
The problem of getting fans to reconnect
The basis of a fan engagement strategy
Answering the question: what makes your club distinct?
The principles: club meaning, fan experience, reaching the community
The pillars: why, focus and feedback
Explaining the Net Promoter - a standard tool in customer-facing businesses
A special social media KPI - what percentage of criticism is defended. Feedback as a catalyst for change
The importance of visibility from senior staff on matchday- The touchpoints in a fan experience strategy, Finding info/ticket purchases, Social media, The last mile of the journey, Retail/Merchandise, Food&Beverage, Experience inside stadium - stewards/concourses/entrances
Two things a clubs who no money could put right now for free
What is the role of a Supporters Liaison Officer? Having the resilience to deal with the intensity of fans
The ‘first game’ schemes in the English Football League
How to make eSports part of the matchday experience
The potential split between the top six chasing the Champions League and the need for great sustainability outside it
Why Mansfield Town have removed eSports from their matchday experience
A glaring gap – upcoming and coming ‘growth sports’ are dedicated to building a matchday experience, is football? Will it get left behind?