Episódios
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Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
This is the Christmas Special: the bumper double album hour-long episode with extra content, hilarious badinage and a tacky badge (thank you The Smiths).
In this extended chat, Mark, Darren, producer Juan Luis and (making his first appearance) Andy, count down the 12 Days of Christmas. But our gifts are not the traditional ones. They are 12 things that we believe football and rugby clubs could easily do in 2025 to transform the fan experience and convert supporters into walking ambassadors for your club.
A big thank you to our founder Ana too. Thank you for navigating us through the choppy waters and leading us into a fantastic future for our little organisation.
Finally, to you: thanks for listening in 2024. We hope you have a magical Christmas and a happy, healthy and peaceful New Year. Hasta la próxima, chicos y chicas!What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
In the fifth episode of our 4th season, Darren and Mark from The Fan Experience EXPERIENCE podcast team chat to Graham Whittaker: Supporter Liaison Officer at Walsall FC - currently riding high in EFL League Two.
In this half hour chat, we discuss a key question for clubs embarking on a supporter engagement strategy: where to start? As a lifelong supporter of 'Little Old Walsall' who, after retirement, offered to volunteer for the club, Graham has a unique perspective to share.
For students of fan experience or, indeed, experienced practitioners, this half hour of insight and innovation cannot be missed.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
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Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
In the fourth episode of our 4th season, Darren and Mark from The Fan Experience EXPERIENCE podcast team chat to Anthony Emmerson: Head of Supporter Experience at Stoke City. Anthony's experience of supporter engagement is second to none and half an hour in his company is both inspiring and hugely informative.
The subject of this episode is a key element of a strategic engagement strategy: the club's purpose or, indeed, the WHY (as Simon Sinek might call it). What makes a club unique and how can this be woven into everything the club does - especially into the fan experience.
For students of fan experience or, indeed, experienced practitioners, this half hour of insight and innovation cannot be missed.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
In the third episode of our 4th season, Darren and Mark from The Fan Experience EXPERIENCE podcast team chat to Dan Pippen. Dan is Visitor Experience Manager at Plymouth Argyle: the 2023/24 EFL Family Excellence Club of the Season!
While our discussion is focused on the club's brilliant Here To Help team, the main theme is the importance of seeing Fan Engagement as a strategic concept.
It's not just about transparency, accountability or even dialogue with fans. It's much more than this - and the club that builds its engagement strategy around concepts like club identity, fan experience, people and culture and service recovery too will see immediate results (in terms of engagement, retention, revenue and attendance growth).
For students of fan experience or, indeed, experienced practitioners, this half hour of insight and innovation cannot be missed.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X (and now on BlueSky @fanexperienceco.bsky.social
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected].What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
In the second episode of our 4th season, Darren and Mark from The Fan Experience EXPERIENCE podcast team go out on location to visit Huddersfield Town's Supporter Services Manager Robyn Kennerdale.
And with the club's recent re-brand, what a perfect time it was to visit!
Before recording the podcast, Robyn took us on a tour of the stadium and showed some remarkable - and extremely moving - examples of how the match day experience is being driven by a clear sense of what it means to be a Town supporter.
For students of fan experience or, indeed, experienced practitioners, this half hour of insight and innovation cannot be missed.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Welcome to Season 4 of the Fan Experience EXPERIENCE: the podcast that delivers insights on fan experience - and everything to do with making fans feel valued - on a fortnightly basis.
Season 4 brings you chats with some of the UK's most experienced and interesting practitioners. We know they're good because their clubs all achieved GOLD status in the EFL (English Football League) Family Excellence programme (2023/24).
Our first episode gets us off to the best possible start: a chat with one of the country's most impressive young leaders: Liam Scully, CEO at Lincoln City.
The Imps take the holistic approach to engagement and experience and, in this half hour chat, Liam sets out his personal leadership philosophy and shares insights on how he and his team have created a unique culture of fan engagement that not only converts fans into walking ambassadors for the club, but also has a direct, measurable impact on attendances.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and regular guest Alasdair Crawley (of Fanbase) on this latest episode of the Fan Experience Experience podcast: the podcast that walks the fan experience.
This is the final episode of Season 3 and, to wrap things up, we explore what happens after the game. As you can imagine, a lot of this is about digital comms, so who better to add extra quality to proceedings than our good friend Alasdair!
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
Thanks as always for your support. It's great to encounter new friends who already stream or download our chats and we hope you'll be here for everything we do in 2024.
Darren, Juan, Ana, Andy, Gemma and I wish you a wonderful Christmas and a happy, healthy and peaceful New Year.
https://fanexperienceco.com/2023/12/the-fans-journey-part-12-after-the-game/
Our Fan Journey Model (and accompanying blog) is here for you too.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and Juan Bradley - one of our most experienced fan experience assessors - on this latest episode of the Fan Experience Experience podcast: the podcast that walks the fan experience (and often trips up too).
On this occasion, we look at the experience of leaving the venue. If you thought there was little to discuss, you might be surprised at some of the issues and opportunities we cover.
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
Thanks as always for your support. It's great to encounter new friends who already stream or download our chats. It is appreciated SO MUCH.
https://fanexperienceco.com/2023/11/the-fans-journey-part-11-leaving-the-stadium/
Our Fan Journey Model (and accompanying blog) is here for you too.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and Sales Sharks' Operations & Fan Experience Manager Joshua Haywood on the latest episode of the Fan Experience Experience podcast: the podcast that walks the fan experience (and tries to make it the best it can be).
On this occasion, we look at the fan experience during the game with a practitioner who's taking one of Premiership Rugby's two northern teams to new heights off the pitch..
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
Thanks to our colleague Juan Luis for converting our little chat into what we hope is a very listenable conversation.
https://fanexperienceco.com/2023/11/the-fans-journey-part-10-during-the-game/
Our Fan Journey Model (and accompanying blog) is here for you too.https://fanexperienceco.com/2023/04/the-fans-journey-a-model-for-measuring-and-improving-their-experience/
What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and our latest guest Anthony Emmerson (Head of Supporter Experience) on the latest episode of the Fan Experience Experience.
On this occasion, we look at the fan experience inside the stadium before the main event with a practitioner whose knowledge of supporter engagement and experience is unsurpassed.
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
Thanks to Juan Luis for production support.
https://fanexperienceco.com/2023/10/the-fans-journey-part-9-pre-match/
Our Fan Journey Model (and accompanying blog) is here for you too.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and our latest guest commentator and presenter Charlotte Richardson (from BBC 5Live, Final Score and Talksport)
Enjoy a half hour with us as we discuss why food and drink is so important to the fan experience, what great looks like (and could look like) and then dive into a large apple crumble and custard.
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
As well as a well-known voice on the radio, Charlotte's an accomplished presenter and conference facilitator so if you'd like to book her for your event, you can contact her via [email protected].
Thanks, as always, to Juan Luis Bradley for preparing this culinary delight and to all of you for tucking (tuning) in.
Read our new blog on Food and Drink here:
https://fanexperienceco.com/2023/09/the-fans-journey-part-8-food-drink/
Our Fan Journey Model (and accompanying blog) is below.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and our latest guest (and co-author of the Fan Journey Model) Geoff Wilson, as we talk about the next 'touch point' that comes into view.
Enjoy a half hour with us as we discuss everything related to Retail / Merchandise: a key part of the sports event experience these days.
Check out the accompanying episode blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com or via [email protected].
Search Geoff Wilson Consultancy if you'd like to get in touch with our well-travelled guest.
Thanks, as always, to Juan Luis Bradley for skilfully knitting everything together to craft a seamless show. Thanks most of all to you for tuning in.
https://fanexperienceco.com/2023/08/the-fans-journey-part-6-buying-merchandise-2/
https://fanexperienceco.com/2023/04/the-fans-journey-a-model-for-measuring-and-improving-their-experience/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and our new team member Gemma Avery, as we explore the next 'touch point' of the Fan Journey Model, launched earlier this year by the Fan Experience Company (in partnership with Geoff Wilson).
Enjoy a half hour with us as we discuss everything related to 'Outside the Venue'. Among other things, we explore the fan zone concept and how it's become a basic expectation for fans and event attendees these days.
Check out the accompanying blog (which has a special extra feature on the importance of fan zones) and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com.
Thanks, as always, to Juan Luis Bradley for rushing back from a Portuguese beach to put it all together.
https://fanexperienceco.com/2023/07/the-fans-journey-part-5-outside-the-venue/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and our regular guest, Fanbase's Ali Crawley as we explore the next 'touch point' of the Fan Journey Model, recently launched by the Fan Experience Company (in partnership with Geoff Wilson).
Enjoy a half hour with us discussing getting to the game and how, for more fans than you might imagine, it's a really key touch point.
Check out the accompanying blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com.
Thanks, as always, to Juan Luis Bradley for putting it all together.
https://fanexperienceco.com/2023/06/the-fans-journey-part-4-getting-to-the-game/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and a special guest, Scott Goodacre, from The Online Rule, as we explore the next 'touch point' of the Fan Journey Model, recently launched by the Fan Experience Company (in partnership with Geoff Wilson).
Enjoy a half hour with us discussing digital communications and how it can help your club or event to drive attendance through better engagement, recruitment and retention. Check out the accompanying blog and the Fan Journey intro blog (both appear below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com.
Thanks, as always, to Juan Luis Bradley for putting it all together & removing the ums, the ahs and multiple 'you knows' from Mark.
https://fanexperienceco.com/2023/06/the-fans-journey-part-3-digital-communications/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and a special guest, Fanbase's Alasdair Crawley, as we explore the second 'touch point' of the Fan Journey Model, recently launched by the Fan Experience Company (in partnership with Geoff Wilson).
Enjoy a half hour with us discussing ticketing (and how it can be your club or event's USP). Check out the accompanying blog (link below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com.
Thanks, as always, to Juan Luis Bradley for putting it all together,
https://fanexperienceco.com/2023/05/the-fans-journey-part-2-buying-a-ticket/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Join Mark, Darren and a special guest, Fanbase's Alasdair Crawley, as we explore the first 'touch point' of the Fan Journey Model, recently launched by the Fan Experience Company (in partnership with Geoff Wilson).
Enjoy a half hour with us, check out the accompanying blog (link below) & let us know if you have any questions by contacting the podcast via Twitter @fanexperienceco.com.
https://fanexperienceco.com/2023/05/the-fans-journey-before-game-day/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Darren and Mark are back for a 3rd season of the Fan Experience Experience. This time, to coincide with the publication of our Fan Journey Model (with Geoff Wilson), we'll be talking Fan Experience touch point by touch point.
But first: a season intro to kick of our podcast activity in 2023.
The Fan Journey Model? Check it out here:
https://fanexperienceco.com/2023/04/the-fans-journey-a-model-for-measuring-and-improving-their-experience/What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
The tenth and final episode of Season Two (*wipes tear away) sees Mark and Darren joined by Jeff Hutton, GM at Bromley FC who describes the way the club got their fan engagement in early during the pandemic and gives them his thoughts on what fans might be doing and thinking as a return to stadiums draws nearer.
*Features pitch encroachment from David Bowie.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. -
Brighton & Hove Albion General Manager, Polly Bancroft, joins Mark and Darren on the latest episode to discuss the impact of the pandemic on the women’s game.
After working previously at both the FA and UEFA, where she was a specialist in UEFA’s Business Development Unit (and being a player herself), Polly is now overseeing the development of Brighton’s women team as they aim to establish themselves in the WSL, and has plenty of insights into ways that women’s football can thrive in the post-Covid world.What did you think of this episode. Let us have your feedback via [email protected]
Follow us on @FanExperienceCo on X
Check out our new website www.fanexperienceco.com
Can we create a world class fan experience for you? Ask for our new services brochure via [email protected]. - Mostrar mais
