Rethinking Sports Management: A Customer-Centric Approach

This chapter critiques traditional sports management by highlighting the importance of a customer-focused business model, exemplified by the Savannah Bananas. It discusses the shortcomings of major league teams in prioritizing fan experience, while advocating for a more engaging and sustainable approach to customer interactions. Additionally, the chapter explores strategies for improving customer experience in industries like sports and leisure, emphasizing leadership and genuine engagement as key to building loyalty.