All you want is for your fans to feel, to be touched by something you did, to know that you see them as a person, not as a transaction.

if you’re not scared, maybe you’re not trying something big enough.

sometimes the issue that matters most isn’t even on your radar. That’s okay. That’s good, even—as long as you have a program in place to unearth it and learn. Then, once you have, you can measure it, manage it, and make that friction go poof!

Yes, there’s a script to follow, but that script just paints the broad strokes. Everyone on the Bananas is free to add their own touches and strokes of genius.

The Bananas do a lot of crazy things, but it all ties back to that vision. We know what we want and why we’re doing it. That’s why, when we announce something surprising—like an ad-free ballpark—we lead the discussion with that vision.

People are hungry for things that bring them joy and fun. Even in serious industries, there’s still an opportunity to make the fan experience easier and more enjoyable. Take a divorce attorney (yes, I’ve given myself a challenge with one of the most unfun jobs I can think of). How are legal papers delivered? How are emails worded? Does the decor in

You either get a win or you get a story.

there’s no rule that says an obstacle can’t also be an opportunity. There’s no rule that says disappointment is permanent. To make your business stand out, look at your industry’s greatest perceived weaknesses, and make them your strengths.

the “Undercover Fan” program. Every game night, someone on our team would disguise themselves and attend as a regular fan. Throughout the game, they would take notes on their experience, focusing on friction points. Then, they’d share their experience with the team at the end of the game. What frustrated them? What bored them? What experience was l