Mark Bradley is the founder of The Fan Experience Company: designed to help businesses grow through customer focus and engagement.
A former lead assessor for the UK’s Unisys / Management Today Service Excellence Awards and Director of Best Practice at Customer Service Network, he now delivers strategic growth programmes for a range of sporting organisations including The FA, The Football League, the SPFL, the RFL and many individual clubs in football and rugby, at grass roots, amateur, professional and international levels.
The Football League’s Family Excellence Awards, originally designed by Mark and aimed at helping clubs attract and retain more young families, has not only prompted a revolution in family engagement in UK football, but also produced an unprecedented 31% increase in junior attendance across the League in only 6 years (equating to nearly 5 million new young supporters).
Mark’s two books Inconvenience Stores and Retails of the Unexpected (the world’s first customer service travelogues) expose the failings of UK customer service through his own experiences. He is also Chair of Remade in Edinburgh (a reuse & repair social enterprise), a monthly columnist at FC Business Magazine, a relentless blogger via bradleyprojects.com, a keen tweeter (via @fanexperienceco) and a speaker at customer engagement events in the UK and Europe, Australia and the USA.
Born and raised in County Durham, Mark has been a devoted follower of Sunderland AFC since his Dad first took him there in 1969 as a punishment for being naughty.