"What Sinnarajah told me was that improving the fan experience is a major priority for him and the team. When he was on stage, he talked about only being in this position for about two weeks time. What he wanted to do was listen to the fans in attendance. He was a man of his words. He literally stayed about an hour after the event, and long after Toboni and Butera departed, to listen to anyone in the long line waiting to talk to him."
"Change in improving the customer experience (CX) will only come in a large corporation when there is a true commitment to embracing change. When customer centricity becomes a strategic business driver rather than a peripheral metric, major transformations can move forward. Some teams begin with a focus group or 1-on-1s like Sinnarajah had with fans. Everyone will look for visible results in the simplest form like replacing seat cushions and seat backs on ripped seats that got the quick fix of tape"
Season ticket holders filled the room at the Washington Nationals' Hot Stove event to hear new executives Jason Sinnarajah, Paul Toboni, and Blake Butera. Sinnarajah, two weeks into his role as President of Business Operations, emphasized improving the fan experience and committed to listening to fans. He remained about an hour after the event, long after Toboni and Butera left, speaking with everyone in the long line and thanking them. Hands-on engagement shows that durable change requires organizational commitment to customer centricity, starting with focus groups or one-on-one conversations and delivering visible improvements like replacing worn seats.
Read at TalkNats.com
Unable to calculate read time
Collection
[
|
...
]