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How to Show Appreciation to Your Fans

As a Fan Experience Expert who specializes in the sports and entertainment industry, I know a great fan-centric tool when I see one. Any product or service that increases customer retention, promotes fan loyalty and helps create a legendary guest experience has my vote of confidence and full support. Prior to the 2011-2012 NHL season, I…
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Why You Should Treat Your Staff Like You Want Them to Treat Your Fans

At one point in his career, my husband had three bosses in one year. The first boss was his favorite, because she always acknowledged him and made a point to say how much she appreciated his extra efforts. The second boss wasn’t very popular from the beginning, because that guy always (thought he) was right….
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The Most Important Play Your Team Can Make

In every organization that serves guests on a variety of levels, a handoff of some kind occurs. This is when one employee finishes his responsibilities with a customer and then “hands off” that patron to the next staff member. These specific moments can go one of two ways: Fantastic or horrific. Here are five key actions in…
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