TOPICSWhat do we mean by the ‘Fan Experience’?Why they are obsessed with families and use them as a catalystThe concept of “emotional loyalty” and how it benefits clubs - “We can’t treat away fans well, they are the enemy!”Is football trying a lot harder now?Why women’s football should not follow the example of men’s gameThe problem of getting fans to reconnectThe basis of a fan engagement strategyAnswering the question: what makes your club distinct?The principles: club meaning, fan experience, reaching the communityThe pillars: why, focus and feedbackExplaining the Net Promoter - a standard tool in customer-facing businessesA special social media KPI - what percentage of criticism is defended. Feedback as a catalyst for changeThe importance of visibility from senior staff on matchday- The touchpoints in a fan experience strategy, Finding info/ticket purchases, Social media, The last mile of the journey, Retail/Merchandise, Food&Beverage, Experience inside stadium - stewards/concourses/entrancesTwo things a clubs who no money could put right now for freeWhat is the role of a Supporters Liaison Officer? Having the resilience to deal with the intensity of fansThe ‘first game’ schemes in the English Football LeagueHow to make eSports part of the matchday experienceThe potential split between the top six chasing the Champions League and the need for great sustainability outside itWhy Mansfield Town have removed eSports from their matchday experienceA glaring gap – upcoming and coming ‘growth sports’ are dedicated to building a matchday experience, is football? Will it get left behind?