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Mark Bradley puts the customer in focus and emphasizes the need for great customer service. His popular travelogues, his detailed story-telling and his engaging manner have made him a popular name in the speaking circuit. Mark Bradley has helped sports teams, businesses and other organisations achieve better customer relationships and thereby better results.
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Mark Bradley is a writer, consultant, and business speaker with a talent for bringing the customer experience vividly to life.
Mark’s unique customer service travelogues Inconvenience Stores (2005) and Retails of the Unexpected (2008) have exposed the poverty of UK service through his own experiences, while his engaging, detail-rich and story-telling approach has brought him popularity on the speaking circuit. He is suitable for a variety of events as either a key note speaker, formal business presenter or after dinner entertainer.
A former lead assessor for the Unisys / Management Today Service Excellence Awards, Mark’s philosophy is based on the simple premise of using real customer experiences as a catalyst for change. This led him to create The Fan Experience Company, which helps sports clubs (especially in football) grow attendances and loyalty through consultation and engagement
The Football League’s Family Excellence Awards, developed by Mark and aimed at helping clubs attract and retain more family groups, achieved a 12% increase in attendances in its first three years of operation (c2 million people). It was acknowledged by the Guardian newspaper as the catalyst for the revolution in family provision at UK football stadia, while Cardiff City, acknowledged to be the European benchmark for supporter engagement, attribute their attitude-shift to Mark’s initial guidance.
Mark has worked with the Football League, the RFL (Rugby League), the Football Association (the FA), the Scottish Professional Football League (SPFL), the Premier League, the Football Association of Ireland, the FA Women’s Super League and several different sports clubs, including recent projects at Leeds Rugby, Liverpool, Sunderland, Middlesbrough, Cardiff City, Doncaster Rovers, Crawley Town, Huddersfield Town & Port Vale.
Mark also works with organisations where, like sport, the customer relationship is non-standard (such as academia, social enterprise, charity retail & the cooperative movement).