Leading a Customer-Focused Change Journey w/ Rob Kelly & Kevin Doyle
Making the Fan
English - July 19, 2019 15:00 - 1 hour - 48.2 MB - ★★★★★ - 38 ratingsBusiness Sports customer experience sports business fan experience employee engagement corporate culture revenue generation consumer insights operations sportsbiz consulting Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Guests: Rob Kelly, Senior Associate Athletics Director of Media & Brand for Notre Dame Athletics; Kevin Doyle, Strategy Manager (Travel/Hospitality) for Deloitte Consulting.
This episode goes behind the scenes of Notre Dame Athletics' journey to become more customer-centric. We explore everything from how ND re-positioned their ticket pricing strategy, to how they managed large scale change in an athletics department where tradition is heavily valued. Kevin provides insight into similarities and differences between his current, large hospitality clients and athletic departments, while Rob shines light on what it's like to be a senior leader charged with leading customer-journey improvements in a values-oriented culture.
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