321: Jesse Cole, Revolutionizing the Ballpark Experience

Jeannie and Adam interview 35-year customer experience pro Jeanne Bliss about her new book “Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard For How To Treat Your Customers.”

What can you learn from this amazing ballpark experience?

Have you ever felt like the underdog in your industry, having a smaller brand that barely gets noticed?  Then we have an inspiring interview that proves you can still be the underdog while building a loyal following of customers and fans. In fact, our guest is living testimony that HUGE things do come out of small packages.

Meet Jesse Cole, owner of the Savannah Bananas. What, you’ve never heard of them? Well, most people haven’t… but that’s not stopping them from breaking records with ticket and merchandise sales! The Savannah Bananas often sell out tickets to their seasonal games and have a fan base that’s engaged year-round.

So how do they do it?

“Baseball is long, slow and boring…but can we be the BEST experience for the fans?” –Jesse Cole

Jesse has found amazing ways to build a culture around a “fans-first” mentality that lives in every corner of the organization. As a result, the team has found clever ways to neutralize the pain points typically associated with baseball. But it gets better… Those previously dull or frustrating moments are now filled with moments of delight, bringing a unique, entertaining and endearing experience to every moment of every game.

Tied together with a culture of outstanding customer service and innovative ways to proactively engage fans, the internal experience of the Savannah Bananas is just as outstanding (and outrageous!) as the fan experience. In fact, due to Jesse’s innovative approach at hiring, training, and compensating them, employees are just as loyal as the fans!

“In 3 years, since we started the Savannah Bananas, we’ve had zero turnover.” –Jesse Cole

Would you like to build a culture and experience that turns your small business into a huge success? Then you need to listen to some of the crazy but powerful ways Jesse has knocked small business success and fandom way out of the park.

Interview Highlights Jesse went from living on an air bed to owning a multi-million-dollar team in one year! So, how did this happen? [4:20] Jesse explains how a “low-level” college summer baseball team like the Savannah Bananas can outsell higher-profile events. [7:20] How does Jesse execute on the “love your customers more than you love your product” mentality? Moreover, how has he “cracked the customer code!?” [10:20] How does Jesse find and train the right people to build a culture that turns up the volume on emotional connections? [13:27] Savannah Bananas employees rock the “fans first” mentality, but what about the players? [17:40] So, which came first – the Savannah Bananas name, or Jesse’s yellow tuxedo? [19:27] What’s the #1 thing any business can learn from Jesse and the Savannah Bananas? [21:25] About our guest

Jesse is the Owner of Fans First Entertainment, who owns and operates the Savannah Bananas and the Gastonia Grizzlies. Cole and his teams have been featured on MSNBC, CNN, and multiple times on ESPN. Cole is an in-demand speaker and author of “Find Your Yellow Tux- How to Be Successful by Standing Out” released in January 2018.

The Savannah Bananas have sold out 32 straight games, broke the league attendance record, Savannah attendance record and have a waiting list in the thousands for tickets for the 2018 season. The Bananas have won Organization of the Year back to back years, Entrepreneur of the Year and were CPL Champions in their first year.

Cole believes to be successful you need to Stand Out and Be Different.

He writes a blog, hosts a podcast and releases daily videos on FindYourYellowTux.com. He is passionate about creating attention, loving your customers more than your product and loving your employees more than your customers. Cole’s mantra is “Whatever’s normal, do the exact opposite.”

Connect with Jesse

Twitter LinkedIn Podcast & Blog Get the book! Related Content 360Connext® post, Sports Lessons – How to Turn Customers into Fans Customers That Stick® post, 3 Examples of How to Easily WOW Customers Episode Episode 028: Holacracy, Arizona Diamondbacks CEO Derrick Hall, and Fine Print Episode 071: The Fan Experience Goes Digital We’re on C-Suite Radio! Check it out for more great podcasts

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