Welcome back to another exciting episode of the Brand to Fan Show! In today's episode, host Lauren Teague sits down with the brilliant Ruby Newell-Legner, a visionary leader who has sparked service excellence across various industries. This engaging conversation delves into the fascinating world of fandom and how businesses can cultivate a loyal following. Ruby shares invaluable insights on the importance of leaders engaging with frontline staff and leading by example and the impact that exceptional customer service can have on building a passionate fan base. The strategies discussed in this episode apply across the board, from sports venues to service-based businesses. Join us as we explore the journey from Brand to Fan with inspiring stories and practical advice from Ruby Newell-Legner. Let's dive in!
In this Episode (Time Stamps):
00:00:01 Introducing Ruby Newell-Legner, a visionary leader of service excellence..
[00:05:02] Frontline to the executive: the importance of customer service.
[00:06:43] Why Leaders should engage with frontline employees.
[00:11:49] Excitement for favorite t[eam's playoff experience diminished by wrong colors in stands.
[00:14:05] Tampa Bay Lightning case study: 10,000 jerseys distributed; positive fan experience.
[00:17:03] Customer's perspective: Cycle, standards, list, training, adjustments, collaboration
[00:26:19] Revamped arena benefits successful WNBA Seattle Storm.
[00:28:27] Short staffing affects businesses, restaurants, and venues. Challenges include hiring and training temp staff. Online learning helps with basic training. Positive experiences lead to longer employment.
[00:31:42] COVID-19 accelerates touchless experiences in venues.
[00:35:10] Interactive rooms at Meow Wolf showcase memories and promote togetherness.
[00:38:59] Listen to fans, engage, ask, listen.
[00:41:27] Ruby’s favorite fanwear includes a cherished customized Lightning jersey.
[00:44:05] TL;DL Moment: Listen to the real-time recap of the conversation with Ruby Newell-Legner.
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