3 Lessons From My Conversation With Danny Frank

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I had Danny Frank on “The Business of Fun” this week to talk about the upcoming INTIX conference in NYC from 20-23 January. 

I really didn’t need an excuse to have Danny on the podcast, but INTIX seemed like a good reason.

That said, we were promoting INTIX and we both spoke quite a lot about why you should go to the conference in NYC, but outside of that…here are 3 lessons from my conversation with Danny.

1. Your network can make or break you:

We all know this at some level, but every time someone brings it up, I’m reminded of how true it is.

What’s funny about Danny is that everyone assumed I knew Danny because we seem to be two of the most well-connected people in the world of tickets.

Danny talks about all the people that have had a positive impact on his career and I’ve said it way more often than I like to admit.

Keep in mind, your network matters.

2. Hard tickets still have a place in the world of tickets: 

Danny spoke about how he still loves to send hard tickets to his clients and the emotional connection and story those hard stock tickets give to people.

I’ve seen so many conversations about this…most of them thinly veiled as being “what the customer wants”.

Let’s be real here, teams and venues want the digital ticket because it is easier to track the data of the attendee in most cases. And, all other issues are secondary, but something is lost if you don’t have a hard ticket.

This is why I think there really needs to be a place for both kinds of tickets.

3. Being customer-centric is a necessity in the future:

I’ve talked with Danny about this a few times because I realized we had very similar ideas on this, but the customer is king.

We see this notion playing out in the difficulty that teams are having getting fans to come to games.

In my experience working with the American Express Centurion Cardmembers, knowing that the customer was at the center of everything was some point of debate…it was just the reason for being.

In too many cases, too many of today’s organizations seem to take the consumer for granted and design the experience around what they need and not what the customer needs or wants. Then when the customers respond negatively, they react. But it is already too late.

I could write a whole novel on this topic.

Check out the entire episode….listen all the way through for something special.



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