WORKSHOP
Creating Fanatical Experiences
Fan Moments: critical touchpoints that shape satisfaction and loyalty.
Audience Segments & Market Trends: Understanding customer and fan types and tailoring experiences accordingly.
Success Routines: Guiding principles like “Fans Come First,” “Replace Expected with Unexpected,” and “Build Fans for Life”.
Culture: Owning the Zone
Core Principles: Identify traits like Accountability, Growth Mindset, Integrity, and Leading by Example.
Cultural Reflection: Activities to assess stakeholder views, internal values, and readiness for change.
Sustaining Change: Communication, coaching, and stakeholder engagement to embed cultural shifts.
Winning Together
Mission, Vision, and Values: A shared purpose to guide decisions and unify teams.
Best Practices: Principles like storytelling, benchmarking, and contagious experiences to drive performance.
Decision-Making & Structure: Empowering teams through clear roles and inclusive processes.
Driving Toward Application
Self-Assessment: Honest reflection on strengths, weaknesses, and outdated habits.
Action Planning: Prioritizing initiatives, assigning accountability, and defining success metrics.
Stakeholder Engagement: Addressing emotional aspects of change and supporting transitions.
Real-Life Examples
Creating Fanatical Experiences
“Princess Night Backlash Turned Sell-Out”
When the team launched “Princess Night,” some critics mocked the idea, predicting it would flop. Instead of retreating, the organization listened to feedback, doubled down on the experience, and trusted the data. The result? The event sold out, delighting families and proving that bold, fan-focused ideas—when executed with heart and adaptability—can transform skepticism into loyalty.
This story highlights the power of listening, adapting, and creating unforgettable moments that build emotional connections with fans.
Our Culture: Owning the Zone
“Unkinking the Hose”
In the spirit of “Owning the Zone,” team members are empowered to solve problems on the spot—without waiting for approval from above. Memorable moments involve team members who take immediate action to resolve fan frustrations, streamlining the experience for everyone.
This act of “response-ability” not only fixes issues but also reinforces a culture of accountability and initiative, showing how internal alignment and trust can drive resilience and positive change.
Winning Together
“Fifth Third Field, Huntington Center and Hensville: From Blight to Billion-Dollar District”
Transforming abandoned warehouses into the vibrant Hensville district required vision, collaboration, and a shared sense of purpose. By uniting city leaders, business partners, and the community around a common goal, the organization turned a challenge into a civic triumph.
This story exemplifies how strategic alignment, shared values, and collective effort can create lasting impact—winning together on and off the field.
Driving Toward Application
“Walleye Winterfest – Bold Moves Build Momentum”
Building an outdoor hockey rink in the middle of December was a bold, risky move. But by reflecting honestly on strengths and weaknesses, planning meticulously, and engaging stakeholders, the team pulled off a wildly successful Walleye Winterfest that drew 70,000 fans.
This story demonstrates how self-assessment, action planning, and stakeholder engagement turn insights into action—and how courage and preparation can drive breakthrough results.
