33 min

From Tattoos to Teal: How to Deliver Inclusive Experiences CX Confessions: The Customer Experience Show

    • Marketing

Most brands would kill to have a fanbase dedicated enough to tattoo the company logo on them.


But what if I told you that superfans like these can hurt your brand?


Even in sports.


This counterintuitive discovery is one of many lessons today’s guest, Jonathan Becher, has learned during his tenure as President of the San Jose Sharks. He joins the show to share how he increased the team’s fanbase through inclusivity and shifting to a more community-driven CX.


In this episode, we discuss:
- How the Sharks went from superfans to an inclusive fanbase (and why it paid off)
- How abolishing their official fanclub increased their fanbase
- Why experience is more important than customer


Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.


Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Most brands would kill to have a fanbase dedicated enough to tattoo the company logo on them.


But what if I told you that superfans like these can hurt your brand?


Even in sports.


This counterintuitive discovery is one of many lessons today’s guest, Jonathan Becher, has learned during his tenure as President of the San Jose Sharks. He joins the show to share how he increased the team’s fanbase through inclusivity and shifting to a more community-driven CX.


In this episode, we discuss:
- How the Sharks went from superfans to an inclusive fanbase (and why it paid off)
- How abolishing their official fanclub increased their fanbase
- Why experience is more important than customer


Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.


Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

33 min