Jesse Cole talks about how his baseball team went from losing $150,000 annually to now selling out every game. It all comes down to the fan experience and flipping the script to show his fans something they had never seen before (i.e. break dancing first base coach, grandma pageant, backward day, and more).


✔️ 200 fans coming to the games and $268 in the bank account on my first day
✔️ If at the end of the season we don’t learn a lot more, then we didn’t try enough things that might not work
✔️ Break down the barriers between the ballplayers and fans.

The people who have influenced Jesse the most in the past year:
✔️ People: His wife (Emily Cole) and son (Maverick)

✔️ Built to Last – Jim Collins
✔️ Onward – Howard Schultz
✔️ Nuts! – The Southwest Story – Kevin Freiberg PH.D Dr. Jackie Freiberg
✔️ Business for Punks – BrewDog – James Watt

His note to all the customer service and experience professionals:
“Be patient in what you want for yourself, but be impatient in how much you give to others.”


Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.

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