FLIP THE SWITCH 

We sit down with leaders in customer & employee experience to tease out new mindsets, core principles and best practices. Built specifically for leaders in sports & entertainment.

Josh Brooks, Deputy AD at Georiga Athletics and Shane Todd, Franchise Operator at Chick-Fil-A in Athens, GA join us. 

The theme of today’s episode explores the differences between product innovations vs. strategy innovations and how they impact your business. As you’re thinking about investing time, energy and resources to improve your business, there’s a temptation for us in sports to think that a new sexy product-type innovation, like a jumbotron or is going to be the enhancement that moves the needle from a customer experience perspective. But often, it’s the non-sexy strategy innovations, like a grab & go concession stand, that really have the most impact for investment. In today’s episode, both Josh and Shane lead organizations who are really enhancing customer experience through strategy innovations. 


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